Translate

Articles - Downloads

Find and explore a range of free downloadable resources to support training, operations, and customer engagement in contact centres.

People exchanging gifts in office at christmas

10 Christmas Office Games to Motivate Your Team

Seven chat bubbles with person pointing at one behind - live chat training concept

Live Chat Quality – 7 Training Exercises to Improve It

Person looking out over question marks

Open Questions to Use in Customer Service

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

Alternatives to Saying “Don’t Worry” to Customers

Complementary words for customer service with hand pointing at speech bubble

Complementary Words for Customer Service

Video Cover for Jonty Pearce explaining the AHT Glidepath

Video: The AHT Glidepath – Track Agent Onboarding

Two people communicating

The 7 Cs of Effective Communication

Call centre worker with headset

How to Use Mock Calls to Improve Agent Performance – With Free Exercises

Group of people holding the SORRY written speech bubble

21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service

Yellow landline phone with speech bubbles - customer service closing statements

The Top 10 Call-Closing Statement Examples

The Shrinkage Formula Article Image

What is Call Centre Shrinkage and How to Calculate It?

Speech bubbles with NATA phonetic Alphabet - NATO flag in the front

NATO Phonetic Alphabet – Free Download

Acknowledgement Statements text written on notebook

The Top 10 Acknowledgement Statements for Customer Service

Australia in letters in front of flag

Australian Phonetic Alphabet – Free Download

Compliment Words Customer Service - wordcloud

100 Complimentary Words and Phrases to Use in Customer Service

Top view image of open notebook with blank pages and coffee cup on wooden background

Cheat Sheet – Customer Service Apology Statements

Hands Holding Yellow and White Speech Bubbles Customer Service Empathy Statements

Empathy Statements for Customer Service With Examples

Goodwill gesture concept with dog holding gift

Goodwill Gestures for Better Customer Relationships

Positive statement words including: smile, positive, thanks, pleasure, great, understanding, right, rapport,please,popular, certainly, understanding

The Top 25 Positive Words and Phrases for Customer Service

Graphic of Good Words to Describe Yourself on a CV

The Top 50 Words to Describe Yourself on Your CV in 2024

calendar and alarm clock on a green table

8 Ways to Improve Schedule Adherence

Pen crossed out 'I am Sorry' on note

10 Ways to Say “Sorry for the Inconvenience Caused”

person in a call centre headset with post it notes that have question marks on

15 Clarifying Questions For Customer Service

Close up hand holds paper card with text vocabulary.

The Definitive Guide to Improving Agents’ Customer Service Vocabulary