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Articles - Call Handling

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

How to Deal With Rude Customers

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Handling Sales Objections Over The Telephone

Four Steps to Update Your IVR Process

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

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How to Deal With Difficult Customers

When Will Blockchain Technology Enter the Contact Centre?

How to Use Psychology to Improve the Customer Experience

Turning Contact Centre Agents Into Storytellers

How to Stop Advisors Rushing Through Calls at the End of Their Shifts

Call Control Techniques: How to Present Options to Customers

Average Handling Time (AHT) formula

How to Calculate Average Handling Time (AHT)

Yellow phone placed down as a result of dead air time on customer service call

Seven Tips to Avoid Dead Air Time in Customer Service Calls

Why Do Different Agents Have Different Average Handle Times (AHT)?

Call centre agent - sneaky tricks employees play to avoid calls

20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls

What is a Spike in Call Volumes?

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30 Tips to Improve Your Call Quality Monitoring

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What to Say to an Angry Customer

status sign

What is an Agent Status Code?

Support Employees Handling Emotionally Challenging Calls With Empathy

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What is Overflow?

Call Control Could Knock 20 Seconds off Your Average Handling Time (AHT)

21 Ways to Improve Complaints Handling in Your Contact Centre

8 Tips to Reduce Customer Service Contacts

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How to Reduce Average Handling Time (AHT)