Translate

Articles - Downloads

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

A dog in pink wig on yellow background with pink speech balloon

Comedy Phonetic Alphabet – Free Download

Spanish Flag in speech bubble over letters

Spanish Phonetic Alphabet – Free Download

Group of people putting their hands in centre with the words assurance statements for customer service

Assurance Statements in Customer Service – With Examples

Notepad and pencil with the words alternatives to sorry for the inconvenience

15 Great Alternatives to “Sorry for the Inconvenience”

France flag talk balloon and blank speech bubble

French Phonetic Alphabet – Free Download

Stationery, chalkboard and UK flag on color background with words

UK Phonetic Alphabet – Free Download

Excel erlang calculator featured image

Excel Based Erlang Calculator for Contact Centres – with Maximum Occupancy

Funnel Questions for Customer Service

How to Use Funnel Questions – With Examples

Excel Contact Centre Dashboard

Contact Centre Dashboard Excel Template – FREE Download

Person holding and looking up to speech bubble

25 Affirmative Words and Statements to Support Customers

Pop art background with hand holding old phone handset and empty speech bubble

How to Bridge Silence on a Call

Hands holding two speech bubbles

10 Feedback Examples to Improve Contact Centre Performance

Excel Schedule Adherence Template - Free Download

Excel Schedule Adherence Template – Free Download

Customer Satisfaction Score CSAT

What is a Customer Satisfaction Score (and How to Calculate CSAT)

Group of office workers having fun

Top 20 Motivational Games for the Contact Centre

Apologising for the inconvenience, I'm Sorry

“Sorry for the Inconvenience” – How to Offer a Genuine Apology

The Phonetic Alphabet - in a frame of letters

The Phonetic Alphabet and How it Improves Customer Service

Call Centre Power Words for Customer Service

100 Power Words to Use in Customer Service with Examples

Management speak and jargon

Management Speak – 40 Words and Phrases That Make Your Team Cringe

8 Games to Liven Up the Contact Centre

Call centre worker looking at script and smiling

Positive Scripting For Customer Service – With Examples

Call Centre Etiquette What Not to Say

15 Things You Should Never Say to a Customer

Yellow phone placed down as a result of dead air time on customer service call

Seven Tips to Avoid Dead Air Time in Customer Service Calls

Comic style hello with the words customer service greeting messages

10 Catchy Greeting Examples for Customer Service