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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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UK Phonetic Alphabet – Free Download
The Best Courtesy Words and Expressions to Use in Customer Service
The Top 10 Customer Service Questions
The Best Ways to Start and End a Customer Conversation – With Example Phrases
How to Improve Call Control Skills
How to Deal With a Talkative Customer
Australian Phonetic Alphabet – Free Download
Positive Statements to Increase Customer Satisfaction
Customer Service Language – With Examples
25 Affirmative Words and Statements to Support Customers
Positive Language for Customer Service Conversations
26 Great Techniques for Showing Real Empathy in Customer Service
Call Centre Etiquette: 15 Things You Should Never Say to a Customer
Call Control Techniques: Controlling a Runaway Talker on the Telephone
French Phonetic Alphabet – Free Download
15 Clarifying Questions That Add Value to Customer Support Conversations
Comedy Phonetic Alphabet – Free Download
10 Strategies for Overcoming Objection Handling in Sales
Rapport Building With Angry Customers – With Examples
How to Bridge Silence on a Call
Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions?
13 Clever Tactics for Dealing With an Angry Phone Call
5 Soft Skills Every Agent Needs Before Taking Their First Call
Customer Service: 50 Nice Words to Say to Someone
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Contact Centre Reports, Surveys and White Papers
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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!