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Skills
Here is a selection of articles written about the skills the contact centre need and should have
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RECENT
POPULAR
The 7 Cs of Effective Communication
The Top 10 Customer Service Questions
The Secret to Dealing With Awkward Customers
How to Develop Empathy as a Skill in Your Frontline Teams
5 Soft Skills Every Agent Needs Before Taking Their First Call
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
10 Reassurance Statements For Customer Service
NATO Phonetic Alphabet – Free Download
A Quick Guide to Call Listening
What Is Customer Rapport? And 15 Ways to Build It
The Top 10 Acknowledgement Statements for Customer Service
Australian Phonetic Alphabet – Free Download
100 Complimentary Words and Phrases to Use in Customer Service with Examples
Complication Is Everywhere – Why Aren’t We Used to It?
Empathy Statements for Customer Service With Examples
Start Using AER Statements
The Best De-Escalation Techniques
The Top 25 Positive Words and Phrases for Customer Service
How to Utilize Tone of Voice in the Contact Centre
Everybody Needs Some Maths and Basic Stats
How to Handle Contacts From Challenging Customers
How to Take Ideas From Conference to Contact Centre
15 Clarifying Questions That Add Value to Customer Support Conversations
How to Structure a Quality Coaching Session
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Contact Centre Reports, Surveys and White Papers
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Weekly Newsletter
Editor's Pick
Kick-Start Your Next Team Engagement Day – With These Tried and Tested Activities
10 Ways to Kick-Start Your Adherence Improvement Strategy
The 7 Cs of Effective Communication
Improve Your CX Strategy – With These Clever Ideas From Bupa’s Contact Centre!