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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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The Hapless 13: Phrases That Call Centre Agents Must NEVER Say
Should We Teach Contact Centre Staff to Touch Type?
8 ‘Soft Skills’ Training Exercises
The Best Words to Rescue an Unhappy Customer Experience
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
10 Tips for Induction Success
How to Coach Agents for Attitude
5 Ways to Boost Agent Productivity… Today!
Top 20 Examples of Rapport Building Statements
36 Ways to Boost Contact Centre Productivity
30 Strategies for Improving Agent Productivity
The Secret to Building Real Rapport
What is the Best Way to Handle a Complaint Through Social Media?
Zen and the Art of Handling Angry Customers
Skills and Competencies for Roles in The Call Centre
How to Make Coaching Stick
Soft Skills in Call Centres
Best Tips, Phrases and Words to Use for Building Rapport
Should We Call Customers by Name?
Rapport-Building Tips
A Guide to Writing a Successful CV
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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
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
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?