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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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Handling Difficult Customers
Customer Service Language: Changing the Language of Your Contact Centre
A Quick Guide to Call Listening
How do I – Build Rapport With Callers?
How to Achieve Excellent Customer Service Through Coaching
How to Deal With Rude Customers
How Advisors Can Destress After an Angry Customer
25 Performance Review Phrases for Customer Service
10 Essential Skills for Every Contact Centre Manager
Top Tips for Induction Training Programmes
Should We Teach Contact Centre Staff to Touch Type?
A Guide to Writing a Successful CV
Rapport-Building Tips
How to Negotiate Solutions With a Customer
36 Ways to Boost Contact Centre Productivity
7 Ways to Offer Multilingual Customer Service
Complication Is Everywhere – Why Aren’t We Used to It?
7 Pillars for Creating Amazing Team Leaders
The Johari Window: A Contact Centre Training Tool
20 Expert Ideas to Improve Your Customer Service Skills
What is the Best Way to Handle a Complaint Through Social Media?
How to Build an Emotional Connection with Customers
How to Make Coaching Stick
How to Improve Your Customer Service Listening Skills
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Contact Centre Reports, Surveys and White Papers
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Contact Centre Reports, Surveys and White Papers
Invites to Webinars & Events
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!
Latest Resources
Guide: Applying AI in Customer Service
Guide: Five Steps to Mastering Conversation Intelligence
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Latest Blogs
How to Extract Valuable Insights With Text Analysis
The New CX – AI and Agents in Conversation
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
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What is Attrition Rate and How to Calculate It
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Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template – FREE Download
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How it Improves Customer Service?