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Why Do Different Agents Have Different Average Handle…
How to Deal With the “Know-It-All” Customer
Do I Have to Give My Full Name to a Customer?
8 ways that unified communications can improve the…
Call Control Could Knock 20 Seconds off Your Average…
How Do You Deal With Call Escalation?
8 Tips to Reduce Customer Service Contacts
The Art of Conversation in Customer Service
Stop Using Average Handling Time (AHT) and Increase…
How to Reduce Hold Time in Your Contact Centre
The Best De-Escalation Techniques
Why reducing call duration may be missing the point!
Customer Service Greetings – The Good, the Mediocre and…
Cheat Sheet – Customer Service Apology Statements
When is the Best Time to Ring A Call Centre?
How to Negotiate Solutions With a Customer
How to Deal With Angry Customers
The Worst Examples of Saying “Sorry” to…
How to Stop Advisors Rushing Through Calls at the End of…
How Do You Measure Repeat Call Rate?
How to Deal With Customers Who Don’t Take No for…
How to Practice Patience in Customer Service
Courtesy Calls: A Great Way to Enhance CX
How Do I… Reduce Call Queuing Time?
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