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Articles - Downloads

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

Speech box with the words positive statements to increase customer satisfaction

Positive Statements to Increase Customer Satisfaction

Picture of angry person in sweater screaming at smartphone over red background

What to Say to an Angry Customer

What is a Wrap-Up Code?

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Really Understand Why Your Customers Are Contacting You

Are You Overcomplicating Agent Motivation?

Free Download of the Excel Monthly Forecasting Template

Monthly Forecasting Excel Spreadsheet Template

3 Ways to Have Fun in the Contact Centre

hands in

Training Cheat Sheet – Motivating Teams

start of running race

Training Cheat Sheet – Managing Performance

flying books

Training Cheat Sheet – Influence

Top 10 Contact Centre Trophies

Training Cheat Sheet – Creating Advocates

Training Cheat Sheet – Coaching

Training Cheat Sheet – Building Great Rapport

Training Cheat Sheet – Handling Customer Objections

Best Tips, Phrases and Words to Use for Building Rapport

Best Tips, Phrases and Words to Use for Building Rapport

Training Cheat Sheet – Effective Sales Questioning

Space Race Call Centre Game Template

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Training Cheat Sheet – Closing Techniques

Call Centre Homeworking Checklist

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Training Cheat Sheet – Emotional Intelligence

holding up book

Training Cheat Sheet – Effective Questioning

A notebook and pen - training cheat sheet for handling difficult customers

Training Cheat Sheet – Handling Difficult Customers

Snakes and Ladders Call Centre Game Template