Translate

Articles - Language

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

7 Ways to Deal With an Angry Customer

Most Contact Centres Support Multiple Languages

How to Give Your Line Manager Positive Feedback

people talking with headsets on and chat bubble above their head

Top 20 Examples of Rapport Building Statements

7 Ways to Build an Emotional Connection by Email

7 Ways to Build an Emotional Connection With Callers

The Power of Positive Language

cogs in brain

Soft Skills in Call Centres

What Makes a Good Call

Best Tips, Phrases and Words to Use for Building Rapport

Best Tips, Phrases and Words to Use for Building Rapport

How to Survive and Prosper in a Multilingual Contact Centre

Top Tips for Dealing with Customer Complaints in Call Centres

Using Speech Analytics to Assess Language Proficiency

Sales Techniques: Conversational Selling

The Top Words and Phrases Customers Use to Express their Dissatisfaction

voice pitch

How to Use Vocal Pace Tone and Pitch on the Phone

How to Up-Sell in Your Call Centre

Handling Customer Complaints – Why You Need to Say Sorry

Person talking on phone - runaway talker concept

Call Control Techniques: Controlling a Runaway Talker on the Telephone

The Five Phrases a Call Centre Manager SHOULD Use

Five Phrases a Call Centre Manager Should Never Use

How to Improve Empathy in the Call Centre

Delivering Service Quality: the Power of Speech

How do I – Build Rapport With Callers?