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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.

Young customer support executive working in modern office.

Handling Sales Objections Over The Telephone

Four Steps to Update Your IVR Process

A panel of people holding up signs with 5 on them

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

frustrated young woman wearing microphone headset dressed in shirt sitting at her workplace at the office,

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?

lady monitoring stats

30 Tips to Improve Your Call Quality Monitoring

Picture of angry person in sweater screaming at smartphone over red background

What to Say to an Angry Customer

status sign

What is an Agent Status Code?

Support Employees Handling Emotionally Challenging Calls With Empathy

overflow drinks

What is Overflow?

What is a Wrap-Up Code?

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

reduce clock time

How to Reduce Average Handling Time (AHT)

Maintel AI Readiness WP 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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