Translate
Menu
Home
Articles +
Articles
Hints and Tips
Customer Experience
Service Strategy
Management
Skills
WFM
Quality
Technology +
Technology
Tech
WFM
AI
Analytics
CCaaS
Knowledge Management
Voice of Customer
Webinars +
Webinars
Webinars
Recorded Webinars
Insights +
Insights
Expert Insights
Blogs
Latest News
Events
Case Studies
Videos
LinkedIn Community
Resources +
Resources
Reports
Research
Erlang Calculator
Directory
Recorded Webinars
Newsletter
Tools +
Tools
Erlang Calculator
Forecasting
Excel Calculator
Cheat Sheets
Call Monitoring Form
Jargon
Events +
Events
Events
Webinars
Recorded Webinars
Videos
Advertise +
Advertise
Advertise
Media Pack
About Us
Skills
Here is a selection of articles written about the skills the contact centre need and should have
Previous
Next
RECENT
POPULAR
Complication Is Everywhere – Why Aren’t We Used to It?
Empathy Statements for Customer Service With Examples
AER Statements for Customer Service
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
The Top 50 Words to Describe Yourself on Your CV in 2024
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 For Customer Service
How to Structure a Quality Coaching Session
Comedy Phonetic Alphabet – Free Download
Spanish Phonetic Alphabet – Free Download
French Phonetic Alphabet – Free Download
UK Phonetic Alphabet – Free Download
How to Coach Empathy in the Contact Centre – With Three Training Exercises
How to Use Funnel Questions – With Examples
25 Affirmative Words and Statements to Support Customers
The Best Ways to Start and End a Customer Conversation
15 TED Questions for Customer Service – With Examples
Customer Service Language – With Examples
How Advisors Can Destress After an Angry Customer
26 Great Techniques for Showing Real Empathy in Customer Service
Previous
Next
Contact Centre Reports, Surveys and White Papers
Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies.
Choose the content that you want to receive.
Contact Centre Reports, Surveys and White Papers
Invites to Webinars & Events
Weekly Newsletter
Editor's Pick
How to Make the Best Use of Coaching Time
What’s the Best Way to Reward Customers for Their Feedback?
How to Define Career Paths in Your Contact Centre
Erlang X – Everything You Ever Wanted to Know
Latest Resources
eBook: The Complete Call Center Employee Engagement Guide
Report: Voice of the UK Consumer
Upcoming Events
Staying Ahead of the Game with CX and AI in 2025
Reuters Events: Customer Service & Experience West 2025
Latest Blogs
How Contact Centre AI Transforms Agent and Client Experiences
The Supervisor Burnout Crisis and the AI-Driven Way Out
Featured Articles
15 Examples of Probing Questions for Customer Service
How to Calculate the Number of Agents Required in a Contact Centre
How to Calculate Contact Centre Service Level
20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service