In part 4 of this series on agent soft skills, we’ll define about what tone of voice is and explain 5 elements of tone that you must be aware of as a phone agent. We will explain why tone of voice is so critical when speaking on the phone, give you some examples of how tone can impact what people hear or understand, and give you 4 great tips on how to improve your phone techniques that you can put into play right away.

To get the most out of this video, it would be helpful to also watch parts one through Eleven on agent soft skills that will round out and improve your soft skills techniques:

• Effective Communication: [ Ссылка ]
• Empathy: [ Ссылка ]
• Handling Angry Customers: [ Ссылка ]
• Tone of Voice: [ Ссылка ]
• Active Listening: [ Ссылка ]
• Effective Questioning: [ Ссылка ]
• How to be a Great Team Player: [ Ссылка ]
• How To Say No The Right Way: [ Ссылка ]
• How to Put Caller on Hold: [ Ссылка ]
• How to Handle Stress: [ Ссылка ]
• How to Get the Most from Coaching Sessions: [ Ссылка ]
• 5 Common Mistake Agents Make and How to Avoid: [ Ссылка ]
• How To Build Rapport - [ Ссылка ]
• Mirroring Callers to Build Rapport - [ Ссылка ]
• Controlling Talkative Callers - [ Ссылка ]
• How To Make Callers Feel Important - [ Ссылка ]
• 10 Tips for New Customer Service Agents - [ Ссылка ]
• Why Customer Service Agents are Heroes - [ Ссылка ]
• Active Listening Exercises - [ Ссылка ]
• Work at Home Stress - [ Ссылка ]

Our training programs are chock full of great educational and certification resources. To find the right training program that’s right for you: [ Ссылка ]

Benchmark Portal has helped thousands of individuals and organizations around the world to improve their performance through professional certification programs, in-person and online training courses, as well as contact center benchmarking and consulting services that tell your organization where you stand in relationship to your industry peers and top performing contact centers around the globe.

For more information on BenchmarkPortal’s services go to: [ Ссылка ]

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