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Skills

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

Dont Worry crossed out on notepad - alternatives to don't worry

Alternatives to Saying “Don’t Worry” to Customers

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Inclusive Language for Ramadan in the Contact Centre

Sales Techniques: Conversational Selling

How to Build an Emotional Connection with Customers

The Secret to Dealing With Awkward Customers

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5 Ways to Rethink Contact Centre Training

How to Coach Agents for Attitude

Do You Know How to Make a Great First Impression?

touch type

Should We Teach Contact Centre Staff to Touch Type?

Words and Phrases an Advisor Should NEVER Say to an Angry Customer

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

A photo of a bored contact centre advisor

How to Avoid Serving Customers on Autopilot

How to Receive Job Feedback… Without Becoming Defensive

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How to Take Ideas From Conference to Contact Centre

The Johari Window: A Contact Centre Training Tool

How to Up-Sell in Your Call Centre

A photo of a performance review

25 Performance Review Phrases for Customer Service

Want to Speak in the Same Language as the Customer? Use Filtering!

A photo of a call centre agent listening

How to Improve Your Customer Service Listening Skills

Question marks - customer service questions

The Top 10 Customer Service Questions

coaching session

How to Structure a Quality Coaching Session

complaint whistle

What is the Best Way to Handle a Complaint Through Social Media?

6 Ways to Think More Effectively at Work

The Secret to Building Real Rapport