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Skills

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

A picture nice words to say to someone

Customer Service: 50 Nice Words to Say to Someone

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

A large red cross is in the centre of the image. In the corners are two agents who have angry customers on the phone

How to Handle Angry Customers in a Call Centre

Funnel Questions for Customer Service

How to Use Funnel Questions – With Examples

Young smiling experienced operator of call center answering the question of his client

How to Train Active Listening in the Call Centre – With Exercises

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

A picture of a person doing archery

Techniques to Improve Call Control Skills

Person on a sales call

The Right Words and Phrases to Use on a Sales Call

people talking with headsets on and chat bubble above their head

Top 20 Examples of Rapport Building Statements

A cartoon man holds his hand up in a wave, while saying "the best courtesy words and phrases to use in customer service

The Best Courtesy Words and Expressions to Use in Customer Service

A picture of a talkative cartoon

How to Deal With a Talkative Customer

Call Centre Etiquette What Not to Say

15 Things You Should Never Say to a Customer

Person holding and looking up to speech bubble

25 Affirmative Words and Statements to Support Customers

Pop art background with hand holding old phone handset and empty speech bubble

How to Bridge Silence on a Call

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

Angry people screaming

13 Clever Tactics for Dealing With an Angry Phone Call

Make telesales people More Productive

25 Tips to Make Your Telesales People More Productive

Speech box with the words positive statements to increase customer satisfaction

Positive Statements to Increase Customer Satisfaction

Start and end concept with two hands holding a phone

The Best Ways to Start and End a Customer Conversation

Person looking out over question marks

Open Questions to Use in Customer Service

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

Comedy Phonetic Alphabet – Free Download

A vector illustration of a person with a speech bubble

Customer Service Language – With Examples

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

How to Deal With an Indecisive Customer