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Articles - Call Handling
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The Top 10 Assurance Statements in Customer Service
20 Sneaky Tricks That Call Centre Employees Play
How to Measure Call Abandon Rate
What to Say to an Angry Customer – With Example Words, Statements, and Phrases for Your Agents to Use
32 Tips for Reducing Average Handling Time (AHT)
How to Measure Average Handling Time (AHT)
Training Cheat Sheet – Handling Difficult Customers
“I’d Like to Speak to a Manager” – 7 Ways to Deal With Difficult Customers
The Definitive Guide to Improving Agents’ Customer Service Vocabulary
Spanish Phonetic Alphabet – Free Download
How to Improve Call Control Skills
UK Phonetic Alphabet – Free Download
The Best Ways to Start and End a Customer Conversation – With Example Phrases
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?
25 Affirmative Words and Statements to Support Customers
How to Deal With a Talkative Customer
Use Mock Calls to Improve Agent Performance – With Free Exercises
Seven Tips to Avoid Dead Air Time in Customer Service Calls
French Phonetic Alphabet – Free Download
26 Great Techniques for Showing Real Empathy in Customer Service
30 Tips to Improve Your Call Quality Monitoring
How to Deal With an Indecisive Customer
What Level of Security Questions Need to be Asked?
Cheat Sheet – Customer Service Apology Statements
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Editor's Pick
21 Amazing Habits to Foster in Your Frontline Agents
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
Latest Resources
eBook: The Impact of AI on the Contact Centre
Webinar Replay: What Does an Excellent Customer Service Strategy Look Like
Upcoming Events
Unleash Gen AI-Powered Growth in Your Contact Center – Webinar
Tue 07 May 2024
HP | Poly Customer Welcome Centre Tour and Demo
Wed 08 May 2024
Latest Insights
Mastering CLI Compliance: Navigating Ofcom Regulations
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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
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The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
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Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?