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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9 Strategies to Improve Customer Satisfaction
10 Top Tips to Improve Email in the Call Centre
10 Best Practices to Improve Customer Service Live Chat
Survey Reveals Link Between Accent and a Salesperson’s Success Rate
How to Write an IVR Script – With an Example
Ten Tips for Giving Your Chatbot a Human Voice
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
A cartoon man holds his hand up in a wave, while saying "the best courtesy words and phrases to use in customer service
The Best Courtesy Words and Expressions to Use in Customer Service
Comic style hello with the words customer service greeting messages
10 Catchy Greeting Examples for Customer Service
Ten Tips to Provide a Greater Webchat Experience  
Words and Phrases an Advisor Should NEVER Say to an Angry Customer
Reading a Customer Service Letter
Dear Valued Customer – How NOT to Write a Customer Service Letter
7 Ways to Offer Multilingual Customer Service
Speech box with the words positive statements to increase customer satisfaction
Positive Statements to Increase Customer Satisfaction
Why Removing Negative Words Could Hurt Your Contact Centre
How to Build an Emotional Connection with Customers
A large red cross is in the centre of the image. In the corners are two agents who have angry customers on the phone
How to Handle Angry Customers in a Call Centre
help sign
6 Ways Agents Can Communicate the Need for Help – During a Conversation
Anatomy of a Good Call – Best practice… The Call
5 Effective Training Exercises for Your Contact Centre
Are Your Social Media Interactions Too Formal?
The Best Words to Rescue an Unhappy Customer Experience
It is Most Common for an Agent to Address the Caller as Mr/Mrs…
How Can Agents Sound More Authentic?
 
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