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If you have heard part one of this series you will know all about active listening, and utilising the best tone for your customers. Already you will be ahead of people who haven’t learnt these key skills – and here are 5 more!

This jam-packed episode of Contact Centre Focus is all about amplifying your vocal prowess in ways that resonate with customers and leave them hanging on your every word. We kick things off with a lesson in enunciation, and if you think speaking clearly is a game-changer, wait until you hear our tips on pacing. Too fast and you're a sprinter leaving customers in the dust; too slow and you're the tortoise after a heavy meal. We're here to help you find that perfect tempo that keeps your listeners engaged without feeling rushed.

Ever considered standing while taking your calls? Hear us out—it might sound controversial, but a standing desk could be your ticket to more dynamic conversations. We share our insights into how changing your physical stance can inject a whole new level of energy into your voice. And let's not forget pitch; it's not just about hitting those high notes in the shower, it's about using the rise and fall of your voice to convey excitement or sincerity in a way that truly connects with your customer. With our guidance, you'll learn to avoid the dreaded monotone and instead, use pitch to paint your words with emotion.

Tune in and transform your vocal delivery. These two podcasts give you everything you need to have the best voice!

Find more useful and essential contact centre development from realitytraining.com