Articles - Call Handling

Call handling is at the core of great contact centre performance. This collection of expert insights, training techniques, and practical examples explores how to manage customer calls efficiently while maintaining empathy, professionalism, and clarity. Learn how to greet customers, guide conversations, and close interactions effectively, creating a positive experience from start to finish. The resources also include advice on reducing call handling time, improving first contact resolution, and coaching advisors to stay calm and confident under pressure.

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Alternatives to Saying “Don’t Worry” to Customers
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How to Stop Call Transfers Ruining Your CX
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Seeing Double? 10 Ways to Drive Down Repeat Contacts
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The Top 10 Customer Service Questions
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Key Signs of Broken Processes (and How to Fix Them)
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The Secret to Dealing With Awkward Customers
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How to Design an Escalation Matrix for Call Centre Agents
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How to Use Mock Calls to Improve Agent Performance – With Free Exercises
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Need to Reduce Call Transfers? Try These Approaches
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How to Support an Agent After an Angry Call
Video Image: Tips to Reduce Call Queue Time
Tips to Reduce Call Queue Time
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Courtesy Calls: A Great Way to Enhance CX
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Top Tips for Dealing With Anxious Customers
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How to Deliver Bad News in Customer Service
Video Image: Should You Remove Average Handling Time (AHT) as an Agent Target
Should You Remove AHT as an Agent Target?
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Cheat Sheet – Customer Service Apology Statements
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What Is Database Call Handling?
When Placing Outbound Calls, How Important Is It That Your Company Name & Number Show Up on The Call Recipients’ Caller ID?” Featured Image
The Importance of Caller ID
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A Quick Guide to the Feel, Felt, Found Approach
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The Best De-Escalation Techniques
Video Image: How You Can Get the Best out of Your Outbound Dialler
Tips To Get the Best Out of Your Outbound Dialler
Video Image: What Is Average Handling Time and How Do You Measure It?
Two Types AHT and How to Measure Them
Call centre worker on the phone
What to Do if a Caller Asks You to Call Them Back on a Different Number
Video Image: The Different Types of Dialler Explained
The Different Types of Dialler Explained
 
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