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Skills

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

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

Close up of microphone - voice concept

How to Utilize Tone of Voice in the Contact Centre

Graphic of Good Words to Describe Yourself on a CV

The Top 50 Words to Describe Yourself on Your CV in 2024

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Everybody Needs Some Maths and Basic Stats

A call centre agent in an office wearing a headset and glasses

How to Handle Contacts From Challenging Customers

Idea concept on green background. Perpetual motion with light bulbs

How to Take Ideas From Conference to Contact Centre

person in a call centre headset with post it notes that have question marks on

15 Clarifying Questions For Customer Service

coaching session

How to Structure a Quality Coaching Session

A dog in pink wig on yellow background with pink speech balloon

Comedy Phonetic Alphabet – Free Download

Spanish Flag in speech bubble over letters

Spanish Phonetic Alphabet – Free Download

France flag talk balloon and blank speech bubble

French Phonetic Alphabet – Free Download

Stationery, chalkboard and UK flag on color background with words

UK Phonetic Alphabet – Free Download

A photo of female Asian supervisor training work with telemarketing customer service agent team in call centre

How to Coach Empathy in the Contact Centre – With Three Training Exercises

Funnel Questions for Customer Service

How to Use Funnel Questions – With Examples

Person holding and looking up to speech bubble

25 Affirmative Words and Statements to Support Customers

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The Best Ways to Start and End a Customer Conversation

TED Questions for Customer Service

15 TED Questions for Customer Service – With Examples

A vector illustration of a person with a speech bubble

Customer Service Language – With Examples

A picture of a person in white clothes meditating and looking peaceful

How Advisors Can Destress After an Angry Customer

Dog and human sharing empathetic connection

26 Great Techniques for Showing Real Empathy in Customer Service

A rear view picture of a person scratching their head looking at question marks

How to Deal With an Indecisive Customer

A picture of a person doing archery

Techniques to Improve Call Control Skills