Translate
Home
Articles
Hints and Tips
Customer Experience
Employee Engagement
Service Strategy
Management
Skills
Life
Planning
Quality
Technology
Technology
Insights
AI
Analytics
Contact Centre Software
CCaaS
Headsets
Knowledge Management
WFM
Quality
Voice of Customer
Video
Video
Recorded Webinars
Resources
Resources
Reports
Research
Hints & tips
Directory
Webinars
Recorded Webinars
Definitions
Newsletter
Webinars
Webinars
Recorded Webinars
Events
Tools
Tools
Erlang Calculator
Forecasting
Multi-Channel Calculator
Cheat Sheets
Dashboard Template
Schedule Adherence
Call Monitoring Form
Jargon
Erlang
Erlang Calculator
Erlang Calculation
Erlang Formula
Excel Calculator
Online Calculator
What is an Erlang?
Insights
Business Insights
Industry Insights
Latest News
Events
Case Studies
Videos
Webinars
Forum
LinkedIn Community
WFM
WFM
Planning
Forecasting
Scheduling
IntraDay
Erlang
Directory
News
Events
Events
Webinars
Recorded Webinars
Advertise
Advertise
Media Pack
About Us
☰
Articles - Call Handling
Next
RECENT
POPULAR
The Top 10 Assurance Statements in Customer Service
How to Measure Call Abandon Rate
32 Tips for Reducing Average Handling Time (AHT)
The Definitive Guide to Improving Agents’ Customer Service Vocabulary
What to Say to an Angry Customer – With Example Words, Statements, and Phrases for Your Agents to Use
How to Measure Average Handling Time (AHT)
20 Sneaky Tricks That Call Centre Employees Play
“I’d Like to Speak to a Manager” – 7 Ways to Deal With Difficult Customers
Training Cheat Sheet – Handling Difficult Customers
UK Phonetic Alphabet – Free Download
Need to Reduce Call Transfers? Try These Approaches
How to Deal With a Talkative Customer
Spanish Phonetic Alphabet – Free Download
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?
Use Mock Calls to Improve Agent Performance – With Free Exercises
25 Affirmative Words and Statements to Support Customers
The Best Ways to Start and End a Customer Conversation – With Example Phrases
French Phonetic Alphabet – Free Download
How to Improve Call Control Skills
How to Deliver Bad News to a Customer
Seven Tips to Avoid Dead Air Time in Customer Service Calls
How to Deal With an Indecisive Customer
How to Create a Contact Centre Quality Scorecard – With a Template Example
How to Deal With the “Know-It-All” Customer
Next
Editor's Pick
How to Develop Empathy as a Skill in Your Frontline Teams
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
10 Ways to Be More Customer Centric
21 Tips to Make Your Customers Feel Truly Valued
Latest Resources
eBook: Empower Your Agents with AI
Guide: Maximize the Value of Your Voice & Screen Data
Upcoming Events
Masterclass: Why CX Can’t Hang Up on the Voice Channel
Wed 01 May 2024
Webinar: What Does an Excellent Customer Service Strategy Look Like?
Thu 02 May 2024
Latest Insights
Why Employees Suffer From Burnout and What To Do About It
Consumer Duty – How Can Contact Centres Help to Comply?
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
Popular Pages
The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?