Articles - Downloads

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

Previous
Next
RECENT
POPULAR
Close up hand holds paper card with text vocabulary.
The Definitive Guide to Improving Agents’ Customer Service Vocabulary
A dog in pink wig on yellow background with pink speech balloon
Comedy Phonetic Alphabet – Free Download
Spanish Flag in speech bubble over letters
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
Notepad and pencil with the words alternatives to sorry for the inconvenience
15 Great Alternatives to “Sorry for the Inconvenience”
France flag talk balloon and blank speech bubble
French Phonetic Alphabet – Free Download
Stationery, chalkboard and UK flag on color background with words
UK Phonetic Alphabet – Free Download
Excel erlang calculator featured image
Excel Based Erlang Calculator for Contact Centres – with Maximum Occupancy
Funnel Questions for Customer Service
How to Use Funnel Questions – With Examples
Excel Contact Centre Dashboard
Contact Centre Dashboard Excel Template – FREE Download
Person holding and looking up to speech bubble
25 Affirmative Words and Statements to Support Customers
Start and end concept with two hands holding a phone
The Best Ways to Start and End a Customer Conversation
Pop art background with hand holding old phone handset and empty speech bubble
How to Bridge Silence on a Call
Hands holding two speech bubbles
10 Feedback Examples to Improve Contact Centre Performance
Excel Schedule Adherence Template - Free Download
Excel Schedule Adherence Template – Free Download
Customer Satisfaction Score CSAT
What is a Customer Satisfaction Score (and How to Calculate CSAT)
Group of office workers having fun
Top 20 Motivational Games for the Contact Centre
Apologising for the inconvenience, I'm Sorry
“Sorry for the Inconvenience” – How to Offer a Genuine Apology
The Phonetic Alphabet - in a frame of letters
The Phonetic Alphabet and How it Improves Customer Service
Call Centre Power Words for Customer Service
100 Power Words to Use in Customer Service with Examples
Management speak and jargon
Management Speak – 40 Words and Phrases That Make Your Team Cringe
8 Games to Liven Up the Contact Centre
Call centre worker looking at script and smiling
Positive Scripting For Customer Service – With Examples
Mixed smileys on sticky notes, white background
Positive Language for Customer Service Conversations – With Examples
 
Previous
Next
OSZAR »