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About Us
Articles - Empathy
A selection of articles about empathy, one of the most important skills that an agent should have.
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Soft Skills in Call Centres
Best Tips, Phrases and Words to Use for Building Rapport
How to Handle Stress in the Call Centre
Should We Call Customers by Name?
The best ways to end an inbound complaint call
Training Cheat Sheet – Emotional Intelligence
Seven music on-hold tracks to avoid
Seven deadly sins of call scripting
The Top Ten Customer Annoyances to Avoid
What can contact centres learn from market traders?
Ten Tips to Improve Customer Retention
The Best Ways to Use Call Scripts
Ten Tips for Dealing with Customer Complaints
Customer loyalty – fact or fiction?
How to Give Great Customer Service
Customer Experience Management (CEM) – What is it really about?
22 Top Tips to Improve your Customer Surveys
Rapport-Building Tips
How to Make a Good Script Invisible to the Customer
The Top Words and Phrases Customers Use to Express their Dissatisfaction
6 Steps to Improve the Customer Experience
Treating every call like it’s the first
Top tips for dealing with redundancy survivors
Communicate with charisma…how to flick the charisma switch
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Editor's Pick
The Best Ways to Deal With Last-Minute Time-Off Requests
What It Takes to Get Training Right in the Contact Centre
The 5-Star Customer Service Skills Your Team Really Need
Train New Agents in Just 30 Days
