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Articles - Downloads

Find and explore a range of free downloadable resources to support training, operations, and customer engagement in contact centres.

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The Ultimate Guide to Call Centre Agent Performance Dashboards

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10 Christmas Office Games to Motivate Your Team

Seven chat bubbles with person pointing at one behind - live chat training concept

Live Chat Quality – 7 Training Exercises to Improve It

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Open Questions to Use in Customer Service

Dont Worry crossed out on notepad - alternatives to don't worry

Alternatives to Saying “Don’t Worry” to Customers

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Complementary Words for Customer Service

Video: The AHT Glidepath – Track Agent Onboarding

The AHT Glidepath – Track Agent Onboarding

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The 7 Cs of Effective Communication

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How to Use Mock Calls to Improve Agent Performance – With Free Exercises

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

Yellow landline phone with speech bubbles - customer service closing statements

The Top 10 Call-Closing Statement Examples

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What is Call Centre Shrinkage and How to Calculate It?

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NATO Phonetic Alphabet – Free Download

Acknowledgement Statements text written on notebook

The Top 10 Acknowledgement Statements for Customer Service

Australia in letters in front of flag

Australian Phonetic Alphabet – Free Download

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100 Complimentary Words and Phrases to Use in Customer Service

Top view image of open notebook with blank pages and coffee cup on wooden background

Cheat Sheet – Customer Service Apology Statements

Hands Holding Yellow and White Speech Bubbles Customer Service Empathy Statements

Empathy Statements for Customer Service With Examples

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Goodwill Gestures for Better Customer Relationships

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

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

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8 Ways to Improve Schedule Adherence

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10 Ways to Say “Sorry For the Inconvenience Caused”

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15 Clarifying Questions For Customer Service

Five9 Future of Retail CX eBook Box

Editor's Pick

Thumbnail 10 Ways to Make Customers Feel More Valued

10 Ways to Make Customers Feel More Valued

Thumbnail 10 Ways to Create More Confident Agents

10 Ways to Create More Confident Agents

Thumbnail How to Deal With Angry Customers

How to Deal With Angry Customers

Thumbnail How to Make the Best Use of Coaching Time

How to Make the Best Use of Coaching Time

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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