Articles - Call Handling

Stationery, chalkboard and UK flag on color background with words

622

The UK Phonetic Alphabet

red old phone and empty speech bubble

2,062

Customer Service Greeting Messages – The Good, the Mediocre and the Innovative

Call Centre Operator

556

How Do You Deal With Call Escalation?

Stack of phones

65

Wrap Time Between Calls

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1,988

25 Affirmative Words and Statements to Support Customers

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2,492

The Best Ways to Start and End a Customer Conversation

Telehone receivers of different colors hanging on the green background

2,109

What Is the Difference Between an Abandoned, a Missed and a Lost Call?

Unhappy call centre agent in front of yellow wall covered in post it notes

717

An Action Plan for Customer Service Agent Abuse

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1,256

Coaching Talkative Advisors to Provide Better Customer Service

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4,858

26 Great Techniques for Showing Real Empathy in Customer Service

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1,607

23 New Ideas for Customer Service Over the Phone

A rear view picture of a person scratching their head looking at question marks

2,104

How to Deal With an Indecisive Customer

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3,771

How to Improve Call Control Skills

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3,293

The Art of Conversation in Customer Service

Angry people screaming

3,493

13 Clever Tactics for Dealing With an Angry Phone Call

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4,464

How to Bridge Silence on a Call

A photo of a bored contact centre advisor

1,017

How to Avoid Serving Customers on Autopilot

A picture of a talkative cartoon

7,183

How to Deal With a Talkative Customer

A photo of block figures negotiating

1,955

How to Negotiate Solutions With a Customer

A photo of someone looking interested

1,719

How to Get Your Advisors to Show Genuine Interest in Customers

A person making an obnoxious gesture

1,232

How to Deal With the “Know-It-All” Customer

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8,305

How to Deliver Bad News to a Customer

10 Ways to Reduce Average Handling Time (AHT) in the Contact Centre

159

10 Ways to Reduce Average Handling Time (AHT) in the Contact Centre

A photo of a call centre agent pointing at the screen

6,883

How to Set the Right Expectations on a Call