Telephone Communication Articles

Soft Selling Yields Hard Profits in Contact Centers

Harness the Power of Your Company’s Most Important Asset: The Receptionist

Emotional Leakage: Getting Mad at Peter and Taking it Out on Paul

The Truth about Interactive Voice Response (IVR)

The Perfect Answer

Outsourcing Customer Satisfaction

What’s Your Service Mentality IQ?

The Touch Points of Communications

Steps to Service Recovery

Don’t Sabotage Your Company

Weak Wimpy Words

Things Your Callers Never Want to Hear

Improving Listening Skills

Effective Questioning Skills

Voicemail Tips

“If You Know Your Party’s Extension…”

Voicemail Etiquette 101: Tips for Managing Your Messages

Make It Easy for Customers to do Business With You

Are You Passive, Average, or Proactive?

Top Telephone Pet Peeve is Put On Hold

How to Handle the Foreign Accent

Building Rapport with Callers

Watch That Tone Of Voice

Strategies for Handling Irate Callers

Five Most Frustrating Voice Mail Phrases