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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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Positive Statements to Increase Customer Satisfaction

SMART Training – Changing the Perception of Contact Centre Coaching

Make telesales people More Productive

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

A large red cross is in the centre of the image. In the corners are two agents who have angry customers on the phone

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

How to sell over the phone

Top Tips for Selling Over the Phone

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Top Tips for Induction Training Programmes

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Top 10 Customer Service Team Leader Interview Questions – With Examples

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What to Say to an Angry Customer

10 Closing Techniques for Inbound Sales Advisors

The Hapless 13: Phrases That Call Centre Agents Must NEVER Say

How to Receive Job Feedback… Without Becoming Defensive

Do You Know How to Make a Great First Impression?

touch type

Should We Teach Contact Centre Staff to Touch Type?

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8 ‘Soft Skills’ Training Exercises

5 Effective Training Exercises for Your Contact Centre

The Best Words to Rescue an Unhappy Customer Experience

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5 Quick Fixes for Dealing With Problem Callers

How Can Agents Sound More Authentic?

7 Ways to Deal With an Angry Customer

Sales Through Service: The Right Way to Up-sell in the Contact Centre