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Skills

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

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

Call Centre Power Words for Customer Service

100 Power Words to Use in Customer Service with Examples

Replace negative Words With Positive Words

Negative VS Positive Words in Customer Service – With Examples

A photo of a person sticking their tongue out to make a rude gesture

How to Deal With Rude Customers

Young customer support executive working in modern office.

Handling Sales Objections Over The Telephone

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

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

Cheerful smiling colleagues working with papers and discussing project while sitting at the table

10 Essential Skills for Every Contact Centre Manager

Portrait of call center worker accompanied by her team.

The Top 10 Most Important Customer Service Skills

frustrated young woman wearing microphone headset dressed in shirt sitting at her workplace at the office,

How to Deal With Difficult Customers

A happy customer service team look at the camera, sat around a table

9 Fun Customer Service Training Exercises

How to Handle Escalation Calls

The Wrong Words and Phrases to Use on a Sales Call

Mixed smileys on sticky notes, white background

Positive Language for Customer Service Conversations – With Examples

Person on a sales call

The Right Words and Phrases to Use on a Sales Call

5 Simple Tips for Improving Tone of Voice in Customer Service

Call Centre Etiquette What Not to Say

15 Things You Should Never Say to a Customer

Call Control Techniques: How to Present Options to Customers

Want to Speak in the Same Language as the Customer? Use Filtering!

The Johari Window: A Contact Centre Training Tool

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

Comic style hello with the words customer service greeting messages

10 Catchy Greeting Examples for Customer Service

Words and Phrases an Advisor Should NEVER Say to an Angry Customer

7 Ways to Offer Multilingual Customer Service

Speech box with the words positive statements to increase customer satisfaction

Positive Statements to Increase Customer Satisfaction