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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How to Reduce Hold Time in Your Contact Centre
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How to Deal With Difficult Customers
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8 Tips for Reducing Repeat Contacts
Stop Using Average Handling Time (AHT) and Increase Customer Satisfaction
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Alternatives to Saying “Don’t Worry” to Customers
How to Stop Advisors Rushing Through Calls at the End of Their Shifts
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What to Do if a Caller Asks You to Call Them Back on a Different Number
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How to Prioritize Urgent Queries
How Do I… Reduce Call Queuing Time?
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Handling Customer Complaints – Why You Need to Say Sorry
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The Secret to Dealing With Awkward Customers
Top Tips for Dealing with Customer Complaints in Call Centres
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How to Stop Call Transfers Ruining Your CX
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An Action Plan for Customer Service Agent Abuse
Video Image: Tips to Reduce Call Queue Time
Tips to Reduce Call Queue Time
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How to Avoid Serving Customers on Autopilot
8 ways that unified communications can improve the contact centre
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How to Get Your Advisors to Show Genuine Interest in Customers
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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Customer Service Greetings – The Good, the Mediocre and the Innovative
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23 New Ideas for Customer Service Over the Phone
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The Top 10 Customer Service Questions
Can a Unified Desktop Improve Agent Productivity?
Five tips for reducing the strain of repeat calls
 
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