Articles - Language

Browse our range of content on using effective language and communication techniques to enhance customer experience in contact centres and BPOs.

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A photo of an upset person on the phone
The Best Ways to Communicate With Upset Customers
Person looking shocked at the ceiling
How to Create Reassuring On-Hold and IVR Messages – With Examples
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
Replace negative Words With Positive Words
Negative VS Positive Words in Customer Service – With Examples
Management speak and jargon
Management Speak – 40 Words and Phrases That Make Your Team Cringe
A map of the world with people saying hello in their language
Multilingual Customer Support: Here’s What You Need to Know
A note with I'm sorry, and marshmallows on a light
How to Write a Customer Apology Letter – With an Example
A business woman talking on a cell phone at office building
How to Write the Best IVR Messages – With Examples
How to Handle Emojis in Customer Service
5 Tips to Improve Your Call Centre Sales
Happy woman reading a letter on a table at home
How to Write a Great Customer Service Letter – With Examples
Customer Psychology: The Key to Better Contact Centre Conversations
The Wrong Words and Phrases to Use on a Sales Call
Mixed smileys on sticky notes, white background
Positive Language for Customer Service Conversations – With Examples
Steps to writing a great customer service letter on computer screen
“Dear Valued Customer” – 21 Tips For Writing a Great Customer Letter
Person on a sales call
The Right Words and Phrases to Use on a Sales Call
Customer Service Apologies – Keeping Sorry Fresh and Sincere
Call Centre Etiquette What Not to Say
15 Things You Should Never Say to a Customer
Call Control Techniques: How to Present Options to Customers
Want to Speak in the Same Language as the Customer? Use Filtering!
Build Rapport on the Phone for Success
How to Build Rapport on the Phone – With Examples
11 Ideas to Improve Knowledge Management in the Contact Centre
 
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