Articles - Soft Skills

Browse our selection of insights on developing soft skills for contact centre agents, including information on communication, empathy, and problem-solving.

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TED Questions for Customer Service
15 TED Questions for Customer Service – With Examples
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Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge
Reassurance Statements for Customer service
Reassurance Statements in Customer Service – With Examples
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Techniques to Improve Call Control Skills
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The Best Ways to Start and End a Customer Conversation
Questioning Techniques
6 Effective Questioning Techniques for Customer Service
Young smiling experienced operator of call center answering the question of his client
How to Train Active Listening in the Call Centre – With Exercises
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Top Tips to Improve Listening Skills on the Telephone
Compliment Words Customer Service - wordcloud
100 Complimentary Words and Phrases to Use in Customer Service
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15 Clarifying Questions For Customer Service
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How to Handle Contacts From Challenging Customers
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25 Affirmative Words and Statements to Support Customers
Tips for Emotional Intelligence
15 Tips for Building Emotional Intelligence in Customer Service
A photo of female Asian supervisor training work with telemarketing customer service agent team in call centre
How to Coach Empathy in the Contact Centre – With Three Training Exercises
Soft skills every agent needs to know before going live
5 Soft Skills Every Agent Needs Before Taking Their First Call
Close up of microphone - voice concept
How to Utilize Tone of Voice in the Contact Centre
10 Customer Service Behaviours for Contact Centre Agents
10 Customer Service Behaviours Every Contact Centre Agent Should Have
A photo of a person sticking their tongue out to make a rude gesture
How to Deal With Rude Customers
Person not accepting no on phone
How to Deal With Customers Who Don’t Take No for an Answer
Super-Agents: The Top Ten Qualities of Great Contact Centre Agents
Support Employees Handling Emotionally Challenging Calls With Empathy
Portrait of call center worker accompanied by her team.
The Top 10 Most Important Customer Service Skills
A photo of a call centre agent listening
How to Improve Your Customer Service Listening Skills
Words bad news surrounded by paper balls
How to Deliver Bad News in Customer Service
 
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