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Call Handling

Browse our range of content on improving call handling techniques to deliver seamless customer experiences and boost satisfaction.

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What Makes a Good Call

What Makes a Good Call

The Definitive Guide to Improving Agents’ Customer Service Vocabulary

The Definitive Guide to Improving Agents’ Customer…

25 Affirmative Words and Statements to Support Customers

25 Affirmative Words and Statements to Support Customers

The Best Ways to Start and End a Customer Conversation

The Best Ways to Start and End a Customer Conversation

29 Tips for Improving Average Handling Time (AHT)

29 Tips for Improving Average Handling Time (AHT)

How to Write the Best IVR Messages – With Examples

How to Write the Best IVR Messages – With Examples

21 Ways to Improve Complaints Handling in Your Contact Centre

21 Ways to Improve Complaints Handling in Your Contact…

Handling Customer Complaints – Why You Need to Say Sorry

Handling Customer Complaints – Why You Need to Say…

How to Deal with Long Queues in the Contact Centre

How to Deal with Long Queues in the Contact Centre

Top Tips for Dealing with Customer Complaints in Call Centres

Top Tips for Dealing with Customer Complaints in Call…

Managing Call-Backs in the Call Centre

Managing Call-Backs in the Call Centre

The Best Ways to Improve First Contact Resolution

The Best Ways to Improve First Contact Resolution

How to Deliver Bad News to a Customer – With Examples

How to Deliver Bad News to a Customer – With…

How to Deal With a Talkative Customer

How to Deal With a Talkative Customer

How to Handle Contacts From Challenging Customers

How to Handle Contacts From Challenging Customers

Everything You Need to Know About Call Back Technology

Everything You Need to Know About Call Back Technology

Training Cheat Sheet – Emotional Intelligence

Training Cheat Sheet – Emotional Intelligence

How Many Seconds is 6 Rings?

How Many Seconds is 6 Rings?

Spanish Phonetic Alphabet – Free Download

Spanish Phonetic Alphabet – Free Download

What is a Wrap-Up Code?

What is a Wrap-Up Code?

Techniques to Improve Call Control Skills

Techniques to Improve Call Control Skills

Call blending

Call blending

How to Deal With Rude Customers

How to Deal With Rude Customers

French Phonetic Alphabet – Free Download

French Phonetic Alphabet – Free Download

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How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

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Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

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