Articles - Downloads

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

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Excel erlang calculator featured image
Excel Based Erlang Calculator for Contact Centres – with Maximum Occupancy
Free Download of the Excel Monthly Forecasting Template
Monthly Forecasting Excel Spreadsheet Template
Picture of angry person in sweater screaming at smartphone over red background
What to Say to an Angry Customer
Group of office workers having fun
Top 20 Motivational Games for the Contact Centre
Call centre worker looking at script and smiling
Positive Scripting For Customer Service – With Examples
Free excel quality monitoring form featured image
Free Call Monitoring and Evaluation Form – Excel Template
Group of people putting their hands in centre with the words assurance statements for customer service
Assurance Statements in Customer Service – With Examples
Excel Schedule Adherence Template - Free Download
Excel Schedule Adherence Template – Free Download
Best Tips, Phrases and Words to Use for Building Rapport
Best Tips, Phrases and Words to Use for Building Rapport
Yellow landline phone with speech bubbles - customer service closing statements
The Top 10 Call-Closing Statement Examples
Graphic of Good Words to Describe Yourself on a CV
The Top 50 Words to Describe Yourself on Your CV in 2024
The Shrinkage Formula Article Image
What is Call Centre Shrinkage and How to Calculate It?
Hands Holding Yellow and White Speech Bubbles Customer Service Empathy Statements
Empathy Statements for Customer Service With Examples
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
Group of people holding the SORRY written speech bubble
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
Close up hand holds paper card with text vocabulary.
The Definitive Guide to Improving Agents’ Customer Service Vocabulary
Acknowledgement Statements text written on notebook
The Top 10 Acknowledgement Statements for Customer Service
Comic style hello with the words customer service greeting messages
10 Catchy Greeting Examples for Customer Service
Management speak and jargon
Management Speak – 40 Words and Phrases That Make Your Team Cringe
Customer Satisfaction Score CSAT
What is a Customer Satisfaction Score (and How to Calculate CSAT)
Speech box with the words positive statements to increase customer satisfaction
Positive Statements to Increase Customer Satisfaction
Funnel Questions for Customer Service
How to Use Funnel Questions – With Examples
Notepad and pencil with the words alternatives to sorry for the inconvenience
15 Great Alternatives to “Sorry for the Inconvenience”
Call Centre Power Words for Customer Service
100 Power Words to Use in Customer Service with Examples
 
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