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 handle cold call objections
Call Centre Agent Tips

How to handle cold call objections

January 4, 2017 Last Updated: August 6, 2020
Josh Mastel

Here are 5 tips on how to handle cold call objections that will help you boost your sales conversions and ensure you are a lot less frustrated!

How to be Comfortably Awkward for career success
Call Centre Career Tips

Be comfortably awkward for career success

October 14, 2016 Last Updated: January 1, 2020
Simon Blair

Fear is one of the biggest inhibitors of personal growth – get some tips on being comfortably awkward and stepping outside of your comfort zone for success.

4 Questions to ask before launching live chat
Call Centre Management Tips

4 common questions when launching live chat

October 3, 2016 Last Updated: December 16, 2023
Carolyn Blunt

We’ve got the 4 of the most common questions (and answers!) when launching live chat into your business helping you to improve the customer experience, lower costs and increase sales.

Guide to Knowledge Management Systems for call centres and customer service
Skills & Training

Guide to Knowledge Management Systems

September 28, 2016 Last Updated: July 23, 2021
Justin Tippett

The complete guide to Knowledge Management Systems will help explain the benefits of a KMS to improve your call centre efficiency, the customer experience and staff satisfaction! We cover all the common questions and answers about one of the most critical components in a modern call centre.

Civilian Call Takers are risking lives over trained professionals in the call centre
News & Press Releases

Civilian Call Takers

August 18, 2016 Last Updated: March 20, 2020
Justin

There is a looming dispute over ACT Emergency Services call centre with the ACT union claiming civilian call takers are risking lives with plans to replace firefighters with trained call centre professionals to handle emergency calls.

Live Chat Training Tips for your call centre
Skills & Training

Live chat training tips for your call centre

July 25, 2016 Last Updated: November 30, 2019
Justin

If you offer live chat from your call centre, these 13 live chat training tips will ensure your team operate efficiently and deliver great customer service.