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Skills

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

Young customer support executive working in modern office.

Handling Sales Objections Over The Telephone

Customer Service Role Plays Movie Clapper

9 Customer Service Role Plays

Portrait of call center worker accompanied by her team.

The Top 10 Most Important Customer Service Skills

unknown caller on phone

Should We Call Customers by Name?

voice pitch

How to Use Vocal Pace Tone and Pitch on the Phone

A photo of a call centre agent listening

How to Improve Your Customer Service Listening Skills

head with cogs

8 ‘Soft Skills’ Training Exercises

Skills and Competencies for Roles in The Call Centre

Question marks - customer service questions

The Top 10 Customer Service Questions

Storm clouds over sun and field- de-escalation concept

The Best De-Escalation Techniques

A photo of a coachee jumping up with success

10 Great Ideas for Successful Call Centre Coaching Sessions

The concept word Empathy on wooden cubes.

How to Develop Empathy as a Skill in Your Frontline Teams

onboarding plan

Top Tips for Induction Training Programmes

Call Control Techniques: How to Present Options to Customers

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

10 Essential Skills for Every Contact Centre Manager

Person sat a desk with headphones, laptop and pen- monitoring concept

A Quick Guide to Call Listening

coaching session

How to Structure a Quality Coaching Session

A photo of block figures negotiating

How to Negotiate Solutions With a Customer

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

How to Deal With Difficult Customers

A photo of a performance review

25 Performance Review Phrases for Customer Service

10 Closing Techniques for Inbound Sales Advisors

The Johari Window: A Contact Centre Training Tool

angry phonecall

How Best to Deal with Angry Customers

touch type

Should We Teach Contact Centre Staff to Touch Type?