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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How to Build an Emotional Connection with Customers
Handling Customer Complaints – Why You Need to Say Sorry
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Customer Service Emails and Letters: How to Review and Improve Your Templates
Ten Tips to Provide a Greater Webchat Experience  
Hand drawn NLP Natural Language Processing
What Is Natural Language Processing (NLP)?
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7 Clever Ways to Improve Internal Communication Between Departments
Top Tips for Dealing with Customer Complaints in Call Centres
Vision, Business Concept
Getting Started With Customer Service Mantras and Vision Statements
Words and Phrases an Advisor Should NEVER Say to an Angry Customer
How to Up-Sell in Your Call Centre
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15 Golden Rules of Webchat
The Five Phrases a Call Centre Manager SHOULD Use
Reading a Customer Service Letter
Dear Valued Customer – How NOT to Write a Customer Service Letter
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25 Performance Review Phrases for Customer Service
Want to Speak in the Same Language as the Customer? Use Filtering!
Using Speech Analytics to Assess Language Proficiency
It is Most Common for an Agent to Address the Caller as Mr/Mrs…
Most Contact Centres Support Multiple Languages
Improve your inbound marketing strategy using customer analytics
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6 Ways Agents Can Communicate the Need for Help – During a Conversation
Ten Tips for Giving Your Chatbot a Human Voice
Survey Reveals Link Between Accent and a Salesperson’s Success Rate
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Soft Skills in Call Centres
How to Handle Emojis in Customer Service
 
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