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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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Live Chat Quality – 7 Training Exercises to Improve It

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15 Clarifying Questions For Customer Service

Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions?

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The Best De-Escalation Techniques

How to sell over the phone

Top Tips for Selling Over the Phone

How do I – Build Rapport With Callers?

Why Removing Negative Words Could Hurt Your Contact Centre

Call Control Techniques: How to Present Options to Customers

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How to Achieve Excellent Customer Service Through Coaching

voice pitch

How to Use Vocal Pace Tone and Pitch on the Phone

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5 Quick Fixes for Dealing With Problem Callers

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9 Fun Customer Service Training Exercises

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How to Make Coaching Stick

7 Ways to Offer Multilingual Customer Service

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

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Top tips for increasing telesales conversions

10 Closing Techniques for Inbound Sales Advisors

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How to Deal With Rude Customers

A photo of a customer service advisor having a conversation

20 Expert Ideas to Improve Your Customer Service Skills

Portrait of call center worker accompanied by her team.

The Top 10 Most Important Customer Service Skills

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Getting Past Gatekeepers to Actually Speaking With Decision-Makers

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Dealing with Irate Customers

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Everybody Needs Some Maths and Basic Stats

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A Quick Guide to Call Listening