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Articles - Call Handling
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What is a Spike in Call Volumes?
30 Tips to Improve Your Call Quality Monitoring
What to Say to an Angry Customer – With Example Words, Statements, and Phrases for Your Agents to Use
What is an Agent Status Code?
Support Employees Handling Emotionally Challenging Calls With Empathy
What is Overflow?
Call Control Could Knock 20 Seconds off Your Average Handling Time (AHT)
21 Ways to Improve Complaints Handling in Your Contact Centre
8 Tips to Reduce Customer Service Contacts
How to Reduce Average Handling Time (AHT)
29 Tips for Improving Average Handling Time (AHT)
How to Bring Down Your Call-Abandon Rates
10 Ways to Speed up Complaint Handling
Is Reducing Average Handling Time (AHT) a Good Idea?
31 More Tips for Reducing Average Handling Time (AHT)
Why reducing call duration may be missing the point!
How to Deal with Long Queues in the Contact Centre
8 ways that unified communications can improve the contact centre
Can a Unified Desktop Improve Agent Productivity?
Training Cheat Sheet – Emotional Intelligence
Training Cheat Sheet – Handling Difficult Customers
Top Tips for Dealing with Customer Complaints in Call Centres
10 Tips to Improve Call-Handling Performance
Bouncebackability – How to motivate agents when call volumes are high
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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: 5 Ways Conversational AI Can Support Contact Centre Automation
eBook: 9 Practical Ways to Use Generative AI for Contact Centers
Upcoming Events
Demo Thursday: Giving Your Agents Superpowers – Webinar
Thu 25 Apr 2024
Beyond Boundaries Global Festival
Thu 25 Apr 2024
Latest Insights
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