The requirements of contact center employees have changed and evolved considerably in recent years. The skills are at least as varied as they are demanding. Time limits, the alternation between customer orientation and commercial flair, multitasking or attention span are just a few keywords that may concern work in contact centers.

Choice of some subjects

• The voice and the use on the phone
• In balance with the load
• Empathy and language or visual means
• Inbound and outbound call flow
• Complaints and the power of the 1st reaction
• Communication and mindfulness
• Relieving oneself through a healthy balance
• Confidence and sovereignty in telephone skills
• Cross-selling and the way of listening