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About Us
Skills
Here is a selection of articles written about the skills the contact centre need and should have
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5 Ways to Rethink Contact Centre Training
Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions?
100 Power Words to Use in Customer Service with Examples
Negative VS Positive Words in Customer Service – With Examples
How to Deal With Rude Customers
Handling Sales Objections Over The Telephone
How to Train Active Listening in the Call Centre – With Exercises
10 Essential Skills for Every Contact Centre Manager
The Top 10 Most Important Customer Service Skills
How to Deal With Difficult Customers
9 Fun Customer Service Training Exercises
How to Handle Escalation Calls
The Wrong Words and Phrases to Use on a Sales Call
Positive Language for Customer Service Conversations – With Examples
The Right Words and Phrases to Use on a Sales Call
5 Simple Tips for Improving Tone of Voice in Customer Service
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 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
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Erlang X – Everything You Ever Wanted to Know
From Chaos to Control! Why Contact Centres Are Prioritizing WFM Solutions
Proven Ways to Maintain Fairness in the Contact Centre
Get Ahead of KPI Fluctuations in Your Contact Centre