Skills & Training

Learn more about CX, Call Centre Skills & Training

Working with customers whether it’s in a face to face or call centre environment requires specialist skills just like any other profession.

We’ve collated all our articles that contain articles about how to upskill your workforce (or yourself!) with skills specifically related to customer management.

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CX, Call Centre Skills & Training Articles

Browse through all articles below:

How to ask sales discovery questions
Call Centre Team Leader Tips

How to ask sales discovery questions

January 21, 2021 Marc Carriere

Discover a simple process for coaching contact centre sales agents on how to ask sales discovery questions that provide the consumer intelligence to make more sales.

3 Tips for dealing with customer abuse when working in customer service
Call Centre Agent Tips

3 Ways to manage Customer Abuse

February 8, 2019 Last Updated: May 24, 2021
Niamh Reed

If you find yourself on the receiving end of an abusive customer we’ve got 3 tips on how to manage customer abuse that will help bring things to an end.

Tips on how to manage angry customers
Call Centre Agent Tips

How to manage angry customers

May 3, 2018 Last Updated: June 21, 2021
Justin Tippett

If you work in a call centre or customer service these expert tips will help you to manage angry customers and get the conversation back on track.

Call centre agent skills you need to succeed
Skills & Training

6 Call centre skills you need to succeed

March 20, 2018 Last Updated: December 31, 2019
Joel Hill

With automation slowly creeping into the call centre industry here are 6 Call centre agent skills that you need to have to be successful in 2020 and beyond

Crucial sales skills that robots can't replicate (yet)
Skills & Training

Two crucial sales skills

October 25, 2017 Last Updated: December 31, 2019
Peter Grist

Learn how to future-proof your call centre sales job and take advantage of the two crucial sales skills humans still have the advantage on (for now!).