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Articles - Call Handling

A dog in pink wig on yellow background with pink speech balloon

Comedy Phonetic Alphabet – Free Download

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

How to Handle Contacts From Challenging Customers

What Makes a Good Call

Welcome Calls in Customer Service

Welcome Calls: A Simple Way to Increase Customer Satisfaction

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

A photo of a difficult customer

Handling Difficult Customers

A person making an obnoxious gesture

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

Call centre worker with headset

How to Use Mock Calls to Improve Agent Performance – With Free Exercises

A photo of a call centre agent pointing at the screen

How to Set the Right Expectations on a Call

A rear view picture of a person scratching their head looking at question marks

How to Deal With an Indecisive Customer

Person talking on phone - runaway talker concept

Call Control Techniques: Controlling a Runaway Talker on the Telephone

A panel of people holding up signs with 5 on them

How to Create a Contact Centre Quality Scorecard – With a Template Example

Blurred contact centre employees at desks

Need to Reduce Call Transfers? Try These Approaches

Hello, my name is

Do I Have to Give My Full Name to a 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

Support Employees Handling Emotionally Challenging Calls With Empathy

Pop art background with hand holding old phone handset and empty speech bubble

How to Bridge Silence on a Call

Telehone receivers of different colors hanging on the green background

What Is the Difference Between an Abandoned, a Missed and a Lost Call?

coloured clock

29 Tips for Improving Average Handling Time (AHT)

Person hiding behind desk

Complete Guide on Call Avoidance in Call Centres

touch typing

How to Improve Agents Typing While Talking and Listening

red old phone and empty speech bubble

Customer Service Greetings – The Good, the Mediocre and the Innovative

Storm clouds over sun and field- de-escalation concept

The Best De-Escalation Techniques