NEWS - Call Center Insights
The latest industry insights & news from CCSI, Specialists in Establishing Contact Centers in Mexico for Debt Collection, Customer Service, Sales, BPO and more.
5 Best CCSI’s Contact Center Articles of 2018
First of all, we want to thank all our readers and followers. We hope our articles have helped you improve one or several aspects of your contact center.
- 15 Empathy Statements And Tips To Help You Improve Customer Service
- How Can Call Center Agents Connect Better With Customers?
- Hire The Right Contact Center Agents: How To Assess Soft Skills
- 5 Effective Ways To Improve Your Agents' Product Or Service Knowledge
- What NOT To Do To Keep Your Contact Center Agents Happy
2018 was a great year in many ways. We grew, learned many things, and continued sharing what we learned with our readers. Based on your views, likes, and comments, these were our five most popular contact center articles of the year. We have brought them together here so you don't miss these learning opportunities.
15 Empathy Statements And Tips To Help You Improve Customer Service
This was our most popular article of the year for good reason. Empathy is key in conflict resolution, Customer Service, and sales. Providing empathy statements as a reference gives agents useful tools to better assist customers, but effective empathy should also sound natural and appropriate to each situation.
In this article, we not only provide examples of empathy statements but also offer practical tips to help agents create their own unique and effective responses.
READ FULL ARTICLE: 15 Empathy Statements And Tips To Help You Improve Customer Service
How Can Call Center Agents Connect Better With Customers?
Agents can perform better when they are able to build a genuine connection with the customer in just a few minutes, but doing so can be challenging.
For that reason, this article became one of our most popular resources of the year. It provides practical tips to help agents connect more naturally with customers, strengthen their interactions, and support better Customer Experience and customer loyalty.
READ FULL ARTICLE: How Can Call Center Agents Connect Better With Customers?
Hire The Right Contact Center Agents: How To Assess Soft Skills
Several of our most popular contact center articles focused on soft skills such as empathy, communication, and interpersonal skills. These capabilities are particularly important for employees who interact directly with customers and need to listen, communicate, adapt, and solve problems effectively.
Hiring the right people therefore requires evaluating more than technical experience. This article provides practical ways to assess job-relevant soft skills during the hiring process and select candidates whose capabilities match the requirements of the contact center role.
READ FULL ARTICLE: Hire The Right Contact Center Agents: How To Assess Soft Skills
5 Effective Ways To Improve Your Agents' Product Or Service Knowledge
As important as soft skills are, effective training and product or service knowledge are essential for contact center agents to respond accurately to customers' needs and questions.
There are several ways organizations can improve agent knowledge without making training unnecessarily complicated or expensive. This article presents five different approaches that contact center leaders can adapt to their products, services, teams, and training programs.
READ FULL ARTICLE: 5 Effective Ways To Improve Your Agents' Product Or Service Knowledge
What NOT To Do To Keep Your Contact Center Agents Happy
You may do many things to improve the Employee Experience and keep your contact center agents happy, but certain management practices can undermine those efforts.
This article identifies five things contact center leaders should avoid and explains how leadership, communication, hiring, employee trust, and opportunities for professional growth can influence the experience of the team.
READ FULL ARTICLE: What NOT To Do To Keep Your Contact Center Agents Happy
If you enjoyed these articles, you'll probably enjoy our other resources as well. Visit our News & Insights page for more articles about Customer Experience, contact center management, agent development, nearshore operations, Quality Assurance, technology, and more.
About Call Center Services International
Call Center Services International (CCSI) helps U.S. organizations establish and manage nearshore contact center operations in Mexico.
CCSI supports companies with bilingual talent, recruiting, Human Resources, professional infrastructure, technology, operational support, and a wide range of Nearshore Contact Center Services including Customer Service, Debt Collection, Loan Servicing, Sales, Technical Support, Back Office, and Quality Assurance.
CCSI's nearshore model allows clients to expand their contact center operations while maintaining close involvement in their processes, technology, training, performance standards, and Customer Experience objectives.
Historical note: First published in 2018, this article preserves the five CCSI resources that received the greatest reader engagement that year. The summaries and links have been reviewed and updated while maintaining the original 2018 ranking and topics.
Originally published: December 27, 2018
Last reviewed and updated: July 26, 2026
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The latest industry insights & news from CCSI, Specialists in Establishing Contact Centers in Mexico for Debt Collection, Customer Service, Sales, BPO and more.
