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Skills

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

two-people-on-phonecall

How to Make Coaching Stick

cogs in brain

Soft Skills in Call Centres

Best Tips, Phrases and Words to Use for Building Rapport

Best Tips, Phrases and Words to Use for Building Rapport

unknown caller on phone

Should We Call Customers by Name?

Rapport-Building Tips

A Guide to Writing a Successful CV

Scripting in outbound calls

telesales people

Top tips for increasing telesales conversions

A photo of a difficult customer

Handling Difficult Customers

voice pitch

How to Use Vocal Pace Tone and Pitch on the Phone

How to cross sell in your call centre

An angry person with steam coming out of their ears

Dealing with Irate Customers

How to Up-Sell in Your Call Centre

Developing empathy in the call centre

Person talking on phone - runaway talker concept

Call Control Techniques: Controlling a Runaway Talker on the Telephone

How to Improve Empathy in the Call Centre

How do I – Build Rapport With Callers?

angry phonecall

How Best to Deal with Angry Customers

A sign saying out of office is pegged onto a string

Make your employee probationary periods truly fruitful: we show you how

angry customer

Answers: Coping with Angry and Abusive Customers