Should We Call Customers by Name?

Training Cheat Sheet – Handling Customer Objections

8 ‘Soft Skills’ Training Exercises

Training Cheat Sheet – Effective Questioning

15 Tips to Improve Quality Monitoring

Training Cheat Sheet – Building Great Rapport

Handling Difficult Customers

Answers: Coping with Angry and Abusive Customers

10 Fun Induction Games and Activities

25 Affirmative Words and Statements to Support Customers

The Importance of Call Centre Culture and How to Improve…

How to Coach Empathy in the Contact Centre – With Three…

Top Tips for Induction Training Programmes

Train Team Leaders Well

Rapport-Building Tips

21 Ways to Improve Complaints Handling in Your Contact…

Progression in a Contact Centre

9 Customer Service Role Plays

Top Tips for Dealing with Customer Complaints in Call…

35 Tips for Successful Performance Management

Call Centre Performance Management

Training Cheat Sheet – Effective Sales Questioning

How to Make Coaching Stick

How to Develop Leadership in the Contact Centre