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Skills

Here is a selection of articles written about the skills the contact centre need and should have

A white notebook on a yellow background and five stars - 5 star customer service skills

The 5-Star Customer Service Skills Your Team Really Need

Cross-Selling concept. Text on white paper on black background. and multi-coloured buttons and crumpled paper

Kick-Start Cross-Selling in Your Contact Centre

Seven chat bubbles with person pointing at one behind - live chat training concept

Live Chat Quality – 7 Training Exercises to Improve It

Person looking out over question marks

Open Questions to Use in Customer Service

Dont Worry crossed out on notepad - alternatives to don't worry

Alternatives to Saying “Don’t Worry” to Customers

Complementary words for customer service with hand pointing at speech bubble

Complementary Words for Customer Service

Two people communicating

The 7 Cs of Effective Communication

Question marks - customer service questions

The Top 10 Customer Service Questions

The Secret to Dealing With Awkward Customers

The concept word Empathy on wooden cubes.

How to Develop Empathy as a Skill in Your Frontline Teams

Soft skills every agent needs to know before going live

5 Soft Skills Every Agent Needs Before Taking Their First Call

Group of people holding the SORRY written speech bubble

21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service

Reassurance Statements for Customer service

Reassurance Statements in Customer Service – With Examples

Speech bubbles with NATA phonetic Alphabet - NATO flag in the front

NATO Phonetic Alphabet – Free Download

Person sat a desk with headphones, laptop and pen- monitoring concept

A Quick Guide to Call Listening

rapport on chalkboard

15 Ways to Build Rapport With Customers

Acknowledgement Statements text written on notebook

The Top 10 Acknowledgement Statements for Customer Service

Australia in letters in front of flag

Australian Phonetic Alphabet – Free Download

Compliment Words Customer Service - wordcloud

100 Complimentary Words and Phrases to Use in Customer Service

Person reading a book with confusion lines where head should be

Complication Is Everywhere – Why Aren’t We Used to It?

Hands Holding Yellow and White Speech Bubbles Customer Service Empathy Statements

Empathy Statements for Customer Service With Examples

AER Statements written over paper speech bubbles - acknowledgment empathy reassurance

AER Statements for Customer Service

Storm clouds over sun and field- de-escalation concept

The Best De-Escalation Techniques

Positive statement words including: smile, positive, thanks, pleasure, great, understanding, right, rapport,please,popular, certainly, understanding

The Top 25 Positive Words and Phrases for Customer Service