Translate
Home
Articles
Hints and Tips
Customer Experience
Employee Engagement
Service Strategy
Management
Skills
Life
Planning
Quality
Technology
Technology
Blogs
AI
Analytics
Contact Centre Software
CCaaS
Headsets
Knowledge Management
WFM
Quality
Voice of Customer
Insights
Business Insights
Blogs
Latest News
Events
Case Studies
Videos
Webinars
Forum
LinkedIn Community
Resources
Resources
Reports
Research
Hints & tips
Directory
Webinars
Recorded Webinars
Definitions
Newsletter
Webinars
Webinars
Recorded Webinars
Events
Videos
Tools
Tools
Erlang Calculator
Forecasting
Multi-Channel Calculator
Cheat Sheets
Dashboard Template
Schedule Adherence
Call Monitoring Form
Jargon
Erlang
Erlang Calculator
Erlang Calculation
Erlang Formula
Excel Calculator
Online Calculator
What is an Erlang?
Events
Events
Webinars
Recorded Webinars
Advertise
Advertise
Media Pack
About Us
☰
Skills
Here is a selection of articles written about the skills the contact centre need and should have
Previous
Next
RECENT
POPULAR
30 Strategies for Improving Agent Productivity
The Hapless 13: Phrases That Call Centre Agents Must NEVER Say
6 Strategies for Building Agent Confidence in Telesales
Developing empathy in the call centre
The Best Ways to Communicate With Upset Customers
How to Deal With Difficult Customers
How Can Agents Sound More Authentic?
Want to Speak in the Same Language as the Customer? Use Filtering!
How to Avoid Serving Customers on Autopilot
Emotional Intelligence FAQs Answered by an Expert
SMART Training – Changing the Perception of Contact Centre Coaching
How to Say No to a Customer – With Examples
How Best to Deal with Angry Customers
Sales Through Service: The Right Way to Up-sell in the Contact Centre
5 Ways to Boost Agent Productivity… Today!
How to Up-Sell in Your Call Centre
5 Quick Fixes for Dealing With Problem Callers
The Best Words to Rescue an Unhappy Customer Experience
Scripting in outbound calls
Why Removing Negative Words Could Hurt Your Contact Centre
Zen and the Art of Handling Angry Customers
How to Coach Agents for Attitude
How to cross sell in your call centre
How to Improve Empathy in the Call Centre
Previous
Next
Contact Centre Reports, Surveys and White Papers
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.
Choose the content that you want to receive.
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
Upcoming Events
Why Industry Leaders are Prioritising AI Investment – Webinar
Achieving the Perfect Balance of Occupancy, Utilization, and Productivity – Webinar
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?