The Top Stories of 2019 Related Articles The Top Stories of 2023 14 Funny Customer Service Stories That Will Make You Chuckle The Top 10 stories of 2013 The Top Stories of 2022 © ©Sergey Nivens - Adobe Stock - 288998031 1,080 Filed under - Call Centre Management, Jacqui Turner, Kim Ellis, Leslie O'Flahavan, Martin Jukes, Top 10 2019 has been another year where we’ve been privileged to share hundreds of articles with you, with lots of great ideas to boost your contact centre’s performance. Here are the top ten stories, according to page views, that we’ve published in 2019. Enjoy! Number 10. How to Coach Empathy in the Contact Centre – With Three Training Exercises In this article, we shared our advice for training advisors to use empathy in the contact centre, while providing a number of activities for doing so – as suggested by expert training consultant Jacqui Turner. Views: 5,123 How to Coach Empathy in the Contact Centre – With Three Training Exercises Number 9. How to Write a Customer Apology Letter – With an Example With the help of Neil Martin, a consultant that aims to help contact centres to write like human beings, we explored the fundamentals of saying sorry to a customer in a customer service letter. Views: 4,910 How to Write a Customer Apology Letter – With an Example Number 8. The Top 10 Most Important Customer Service Skills In this article, we gave an overview of the most valuable skills of a contact centre advisor and how you can help to develop them – with insights from Kim Ellis, an experienced contact centre coach. Views: 5,297 The Top 10 Most Important Customer Service Skills Number 7. How to Train Active Listening in the Contact Centre – With Four Exercises We shared four exercises to help train active listening in the contact centre, as recommended by Caroline Cooper, an accomplished trainer and consultant. Views: 6,709 How to Train Active Listening in the Contact Centre – With Four Exercises Number 6. Dealing With Vulnerable Customers In this article, we explored how organizations can provide the best possible customer service to vulnerable customers, with the help of Jacqui Crawley, a specialist in this area. Views: 7,645 Dealing With Vulnerable Customers Number 5. Replace Negative Words With Positive Alternatives for Customer Service We investigated those words and phrases that may seem harmless to use in customer service but have the potential to really ruin your emails, chats and letters – as recommended by Leslie O’Flahavan, a professional writing trainer and coach. Views: 8,518 Replace Negative Words With Positive Alternatives for Customer Service Number 4. How to Create a Contact Centre Quality Scorecard – With a Template Example We offered our advice for creating a contact centre quality assurance (QA) scorecard, including an Excel template example, with the help of Martin Jukes – an expert of all things contact centre and customer experience. Views: 8,521 How to Create a Contact Centre Quality Scorecard – With a Template Example Number 3. The Best Power Words and Phrases to Use in Customer Service In this article, we presented a number of great power words and phrases to use in customer service, while also including the thoughts of Sandra Thompson, an expert in understanding customer emotion and applying that to the customer experience. Views: 9,304 The Best Power Words and Phrases to Use in Customer Service Number 2. 25 Good Customer Feedback Examples In this article, we suggested numerous ways of obtaining customer feedback, with lots of great examples along the way of how brands are using each method. Views: 11,981 25 Good Customer Feedback Examples Number 1. 9 Fun Customer Service Training Exercises We put forward nine tried and tested exercises that will help to inject some fun into your training sessions while improving key contact centre skills – as suggested by Caroline Cooper, who appears twice within our top ten list! Views: 15,257 9 Fun Customer Service Training Exercises We hope that you found each of these stories, and all of the others published throughout the year, informative and that you were able to implement some of these ideas in your contact centre. But stay tuned, as we look to create even more great articles in 2020. And remember to subscribe to our newsletter if you don’t want to miss out! Viewing stats and social shares are accurate as of the 23rd of December 2019. Author: Rachael Trickey Published On: 23rd Dec 2019 - Last modified: 26th Feb 2024 Read more about - Call Centre Management, Jacqui Turner, Kim Ellis, Leslie O'Flahavan, Martin Jukes, Top 10 Recommended Articles The Top Stories of 2023 14 Funny Customer Service Stories That Will Make You Chuckle The Top 10 stories of 2013 The Top Stories of 2022 Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter