Because we’re not born with soft skills

Give agents the basics on the parts of speech focusing on the most common errors. Narrated explanations followed by exercises that incorporate:

• Listening
• Reading
• Writing in blanks
• Speaking

Give agents practice in writing good emails for business. This course uses explanations, examples and exercises.The topics covered are:

• The parts of an email
• Using Plain English
• Avoiding jargon
• The appropriate tone and formality of an email
• Common mistakes

Teach agents’ how to sound confident on the phone. Sound believable by speaking with conviction.

• Make your voice sound authoritative
• Learn what to say and what not to say
• Practice strategies and techniques to improve your voice conversations in the workplace
• Record practice activities throughout the course

Improve agents' ability to communicate in English using a USA-speaking style. Get the fundamentals of American-style speech at the phoneme, word and sentence level.

• Vowel and Consonant Accuracy
• Word Stress, Reductions, and Linking
• Sentence Intonation
• Rhythm and Pacing

Improve agents ability to communicate in English using a UK-speaking style. Get the fundamentals of British-style speech at the phoneme, word and sentence level.

• Vowel and Consonant Accuracy
• Word Stress, Reductions, and Linking
• Sentence Intonation
• Rhythm and Pacing

Help agents improve their ability to understand regional accents in USA English. Includes regional accent model recordings and understanding drills.

Give agents foundational instruction in Customer Service skills in a chat environment. This course uses explanations, examples, and interactive exercises.

• Chat Etiquette
• The Three Steps of Customer Service: Acknowledge, Empathize, Reassure
• Positive Language - How to Say "I don't know".
• Call Hold Procedure
• Follow up and Close

Help agents understand the principles of good customer service with voice recordings. This course uses explanations, examples, and exercises.

• How  much do you know about Customer Service?
• Active Listening - Acknowledging and Paraphrasing, Empathizing, Reassuring
• Professional Tone of Voice and Positive Language
• Mirroring and Verbal Collision
• Call Control and Small Talk