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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 Handle Escalation Calls
The Wrong Words and Phrases to Use on a Sales Call
Positive Language for Customer Service Conversations
The Right Words and Phrases to Use on a Sales Call
Call Centre Etiquette: 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
The Best Courtesy Words and Expressions to Use in Customer Service
10 Top-Notch Customer Service Greeting Examples
Words and Phrases an Advisor Should NEVER Say to an Angry Customer
7 Ways to Offer Multilingual Customer Service
Positive Statements to Increase Customer Satisfaction
SMART Training – Changing the Perception of Contact Centre Coaching
25 Tips to Make Your Telesales People More Productive
Why Removing Negative Words Could Hurt Your Contact Centre
How to Build an Emotional Connection with Customers
How to Handle Angry Customers in a Call Centre
6 Strategies for Building Agent Confidence in Telesales
How to Say No to a Customer – With Examples
Top Tips for Selling Over the Phone
Top Tips for Induction Training Programmes
What to Say to an Angry Customer – With Example Words, Statements, and Phrases for Your Agents to Use
10 Closing Techniques for Inbound Sales Advisors
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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!
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Guide: Applying AI in Customer Service
Guide: Five Steps to Mastering Conversation Intelligence
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Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
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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?