The Leading Contact Centre Magazine

Articles about Call Handling

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How to Create a Contact Centre Quality Scorecard – With a Template Example

2,955

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How to Deal With Difficult Customers

2,834

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Contact Centre Jargon and Terminologies

185,343

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How to Stop Advisors Rushing Through Calls at the End of Their Shifts

699

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Call Control Techniques: How to Present Options to Customers

3,237

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How to Measure Average Handling Time (AHT)

130,394

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Why Do Different Agents Have Different Average Handle Times (AHT)?

3,422

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7 Tricks That Call Centre Employees Play

121,584

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12 Great Tips to Improve Call Centre Performance

178,716

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49 Tips for Reducing Average Handling Time (AHT)

141,379

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Spike Definition

392

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30 Tips to Improve Your Call Quality Monitoring

276,211

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Dealing with Angry Customers

306,888

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6 Strategies for Overcoming and Handling Objections on the Telephone

10,276

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Agent Status Codes

2,740

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How to Support Employees Handling Emotionally Challenging Calls – With Empathy

7,864

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Overflow Definition

1,881

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Call Control Could Knock 20 Seconds off Your Average Handling Time (AHT)

4,673

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21 Ways to Improve Complaints Handling in Your Contact Centre

15,038

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Nearly 40% of Contact Centres do not Measure Customer Hold Time

246

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