Call handling times are key to customer satisfaction and a contact centre really should be monitoring its times. Average call handling times are something all businesses can improve on and there are many tips and tricks for driving them down. Here are five top tips for getting those average call handling times down and seeing [more]

When handling customer calls it’s pretty much guaranteed you’ll encounter an irate customer at some point. When you are in a call handling environment and acting on behalf of your clients these types of customer calls do arise and it is very important to know how to handle them appropriately. A policy for dealing with [more]