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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.

Dog and human sharing empathetic connection

26 Great Techniques for Showing Real Empathy in Customer Service

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23 New Ideas for Customer Service Over the Phone

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

How to Deal With an Indecisive Customer

A picture of a person doing archery

Techniques to Improve Call Control Skills

An image of two heads shaped out of trees with puzzle markings in the leaves

The Art of Conversation in Customer Service

Angry people screaming

13 Clever Tactics for Dealing With an Angry Phone Call

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

How to Bridge Silence on a Call

A photo of a bored contact centre advisor

How to Avoid Serving Customers on Autopilot

A picture of a talkative cartoon

How to Deal With a Talkative Customer

A photo of block figures negotiating

How to Negotiate Solutions With a Customer

A photo of someone looking interested

How to Get Your Advisors to Show Genuine Interest in Customers

A photo of a bad news headline

How to Deliver Bad News to a Customer – With Examples

10 Ways to Reduce Average Handling Time (AHT) in the Contact Centre

Video: 10 Ways to Reduce Average Handling Time (AHT) in the Contact Centre

A photo of a call centre agent pointing at the screen

How to Set the Right Expectations on a Call

A photo of an angry phone caller

10 De-Escalation Techniques to Handle an Angry Caller

A cartoon of an difficult customer

“I’d Like to Speak to a Manager” – 7 Ways to Deal With Difficult Customers

Call abandon concept with red phones hanging

How to Measure Call Abandon Rate

A picture of reducing average handling time (AHT)

32 Tips for Reducing Average Handling Time (AHT)

A picture of arrows going through a wall

10 Strategies for Overcoming Objection Handling in Sales

The Phonetic Alphabet - in a frame of letters

The Phonetic Alphabet and How it Improves Customer Service

How Speech Analytics Can Benefit Your Voice Channel

6 Steps to Refresh Your IVR System

A photo of someone holding a sand timer

How to Reduce Hold Time in Your Contact Centre

A photo of a person sticking their tongue out to make a rude gesture

How to Deal With Rude Customers

Genesys 5 Trendsetters in CX box

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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