Tone of Voice | Online Call Center Agent Soft Skills Part 4

Описание: 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:    • 7 Tips for Effective Communication | Onlin...  
• Empathy:    • 5 Tips for Expressing Empathy Over the Pho...  
• Handling Angry Customers:    • Handling Angry Callers | Online Call Cente...  
• Tone of Voice:    • Tone of Voice |  Online Call Center Agent ...  
• Active Listening:    • 8 Steps to Improving Active Listening | On...  
• Effective Questioning:    • Effective Questioning | Online Call Center...  
• How to be a Great Team Player:    • How to be a Great Team Player | Online Cal...  
• How To Say No The Right Way:    • How To Say No The Right Way | Online Call ...  
• How to Put Caller on Hold:    • How to Put Callers on Hold | Online Call C...  
• How to Handle Stress:    • How to Handle Stress | Online Call Center ...  
• How to Get the Most from Coaching Sessions:    • How To Get The Most From Coaching Sessions...  
• 5 Common Mistake Agents Make and How to Avoid:    • 5 Common Mistakes Agents Make & How to Avo...  
• How To Build Rapport -    • How To Build Rapport  | Online Call Center...  
• Mirroring Callers to Build Rapport -    • Call Mirroring to Build Rapport | Online C...  
• Controlling Talkative Callers -    • Controlling Talkative Callers | Online Cal...  
• How To Make Callers Feel Important -    • How To Make Callers Feel Important  | Onli...  
• 10 Tips for New Customer Service Agents -    • 10 Tips for New Customer Service Agents | ...  
• Why Customer Service Agents are Heroes -    • Why Customer Service Agents are Heroes | O...  
• Active Listening Exercises -    • Active Listening Exercises | Online Call C...  
• Work at Home Stress -    • Work at Home Stress | Online Call Center A...  

Our training programs are chock full of great educational and certification resources. To find the right training program that’s right for you: https://www.benchmarkportal.com/conta...

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