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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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How to Coach Empathy in the Contact Centre – With Three Training Exercises
How to Utilize Tone of Voice in the Contact Centre
The Right Words and Phrases to Use on a Sales Call
Call Control Techniques: How to Present Options to Customers
10 Great Ideas for Successful Call Centre Coaching Sessions
How to Handle Contacts From Challenging Customers
Words and Phrases an Advisor Should NEVER Say to an Angry Customer
How to Set the Right Expectations on a Call
How to Develop Empathy as a Skill in Your Frontline Teams
The Best De-Escalation Techniques
How to Handle Escalation Calls
Dealing with Irate Customers
How to Deal With an Indecisive Customer
Handling Sales Objections Over The Telephone
How to Use Vocal Pace Tone and Pitch on the Phone
25 Tips to Make Your Telesales People More Productive
8 ‘Soft Skills’ Training Exercises
The Top 10 Most Important Customer Service Skills
Top Tips for Selling Over the Phone
Should We Call Customers by Name?
How to Structure a Quality Coaching Session
9 Customer Service Role Plays
NATO Phonetic Alphabet – Free Download
Skills and Competencies for Roles in The Call Centre
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Contact Centre Reports, Surveys and White Papers
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Contact Centre Reports, Surveys and White Papers
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Weekly Newsletter
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!
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Guide: Applying AI in Customer Service
Guide: Five Steps to Mastering Conversation Intelligence
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Contact Centre Dashboard Excel Template – FREE Download
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How it Improves Customer Service?