Translate

Articles - Call Handling

Routing concept with icons and map points and path

Enhance FCR With Smart Routing

A person making an obnoxious gesture

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

Phone and down arrow - drive down repeat contacts concept

Seeing Double? 10 Ways to Drive Down Repeat Contacts

Question marks - customer service questions

The Top 10 Customer Service Questions

Broken concrete bridge - broken process concept

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

Blurred contact centre employees at desks

Need to Reduce Call Transfers? Try These Approaches

Upset and stressed person sat at computer

How to Support an Agent After an Angry Call

Dissolving orange alarm clock. Reducing time concept

5 Tips for Reducing Wait Times in Call Centres

A picture of an anxious person staring at their phone

Top Tips for Dealing With Anxious Customers

Words bad news surrounded by paper balls

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

Hand holding phone with people icons with the words database call handling

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

FFF feel felt found technique - words FFF feel felt found on white note

A Quick Guide to the Feel, Felt, Found Approach

Storm clouds over sun and field- de-escalation concept

The Best De-Escalation Techniques

Person checking time while making phone call

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