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Articles - Printable

Excel erlang calculator featured image

Excel Based Erlang Calculator for Contact Centres – with Maximum Occupancy

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Spanish Phonetic Alphabet – Free Download

Group of people putting their hands in centre with the words assurance statements for customer service

Assurance Statements in Customer Service – With Examples

Picture of angry person in sweater screaming at smartphone over red background

What to Say to an Angry Customer

Free Download of the Excel Monthly Forecasting Template

Monthly Forecasting Excel Spreadsheet Template

Call centre worker looking at script and smiling

Positive Scripting For Customer Service – With Examples

Yellow landline phone with speech bubbles - customer service closing statements

The Top 10 Call-Closing Statement Examples

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Free Call Monitoring and Evaluation Form – Excel Template

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

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Top 20 Motivational Games for the Contact Centre

Funnel Questions for Customer Service

How to Use Funnel Questions – With Examples

Best Tips, Phrases and Words to Use for Building Rapport

Best Tips, Phrases and Words to Use for Building Rapport

Speech box with the words positive statements to increase customer satisfaction

Positive Statements to Increase Customer Satisfaction

Management speak and jargon

Management Speak – 40 Words and Phrases That Make Your Team Cringe

The Shrinkage Formula Article Image

What is Call Centre Shrinkage and How to Calculate It?

Graphic of Good Words to Describe Yourself on a CV

The Top 50 Words to Describe Yourself on Your CV in 2024

Hands Holding Yellow and White Speech Bubbles Customer Service Empathy Statements

Empathy Statements for Customer Service With Examples

Group of people holding the SORRY written speech bubble

21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service

Acknowledgement Statements text written on notebook

The Top 10 Acknowledgement Statements for Customer Service

Comic style hello with the words customer service greeting messages

10 Catchy Greeting Examples for Customer Service

Call Centre Etiquette What Not to Say

15 Things You Should Never Say to a Customer

Excel Contact Centre Dashboard

Contact Centre Dashboard Excel Template – FREE Download

Close up hand holds paper card with text vocabulary.

The Definitive Guide to Improving Agents’ Customer Service Vocabulary

Positive statement words including: smile, positive, thanks, pleasure, great, understanding, right, rapport,please,popular, certainly, understanding

The Top 25 Positive Words and Phrases for Customer Service

MiaRec Boost KPIs On Demand Webinar Box

Editor's Pick

Thumbnail The Best Ways to Deal With Last-Minute Time-Off Requests

The Best Ways to Deal With Last-Minute Time-Off Requests

Thumbnail What It Takes to Get Training Right in the Contact Centre

What It Takes to Get Training Right in the Contact Centre

Thumbnail The 5-Star Customer Service Skills Your Team Really Need

The 5-Star Customer Service Skills Your Team Really Need

Thumbnail Train New Agents in Just 30 Days

Train New Agents in Just 30 Days

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