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11 Ideas to Improve Knowledge Management in the Contact Centre

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…