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Articles - Call Handling

Browse our range of content on improving call handling techniques to deliver seamless customer experiences and boost satisfaction.

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Enhance FCR With Smart Routing

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How to Deal With the “Know-It-All” Customer

Cross-Selling concept. Text on white paper on black background. and multi-coloured buttons and crumpled paper

Kick-Start Cross-Selling in Your Contact Centre

Urgent contact concept with red speech bubble with stopwatch and booster

How to Prioritize Urgent Queries

Dont Worry crossed out on notepad - alternatives to don't worry

Alternatives to Saying “Don’t Worry” to Customers

Two call centre agents and a customer on the phone - call transfer concept

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)

The Secret to Dealing With Awkward Customers

Illustration of hand holding a phone with contact icons

How to Design an Escalation Matrix for Call Centre Agents

Call centre worker with headset

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

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Top Tips for Dealing With Anxious Customers

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How to Deliver Bad News in Customer Service

Top view image of open notebook with blank pages and coffee cup on wooden background

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

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Your Guide to the Average Speed of Answer in a Call Centre

A call centre agent in an office wearing a headset and glasses

How to Handle Contacts From Challenging Customers

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Lessons From the Frontline: How to Build Customer Trust

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Editor's Pick

Thumbnail The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

Thumbnail Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

Thumbnail 10 Christmas Office Games to Motivate Your Team

10 Christmas Office Games to Motivate Your Team

Thumbnail Stop Doing These Stupid Things to Your Customers

Stop Doing These Stupid Things to Your Customers

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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