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Articles - Call Handling

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Spanish Phonetic Alphabet – Free Download

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Assurance Statements in Customer Service – With Examples

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What to Say to an Angry Customer

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How to Measure Call Abandon Rate

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Techniques to Improve Call Control Skills

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How to Deal With a Talkative Customer

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20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls

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Seven Tips to Avoid Dead Air Time in Customer Service Calls

Average Handling Time (AHT) formula

How to Calculate Average Handling Time (AHT)

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32 Tips for Reducing Average Handling Time (AHT)

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

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The Definitive Guide to Improving Agents’ Customer Service Vocabulary

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The Best Ways to Start and End a Customer Conversation

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French Phonetic Alphabet – Free Download

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30 Tips to Improve Your Call Quality Monitoring

The Phonetic Alphabet - in a frame of letters

The Phonetic Alphabet and How it Improves Customer Service

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How to Deliver Bad News to a Customer – With Examples

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How Many Seconds is 6 Rings?

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26 Great Techniques for Showing Real Empathy in Customer Service

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25 Affirmative Words and Statements to Support Customers

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UK Phonetic Alphabet – Free Download

A notebook and pen - training cheat sheet for handling difficult customers

Training Cheat Sheet – Handling Difficult Customers

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13 Clever Tactics for Dealing With an Angry Phone Call

How to Bring Down Your Call-Abandon Rates