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Customer Service Strategy

Looks at the strategic side of planning a contact centre for customer service, customer care or sales.

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Customer Service Emails and Letters: How to Review and Improve Your Templates

Customer Service Emails and Letters: How to Review and…

14 Top Tips for Digital Customer Service

14 Top Tips for Digital Customer Service

11 Tips and Tools to Improve Call Centre Quality Assurance (QA)

11 Tips and Tools to Improve Call Centre Quality…

Home working agents: turning your plans into practice

Home working agents: turning your plans into practice

18 Characteristics of Great Customer Service

18 Characteristics of Great Customer Service

5 ways to keep customer engagement up to date

5 ways to keep customer engagement up to date

Should answer machine detection (AMD) be turned on or off?

Should answer machine detection (AMD) be turned on or off?

Why reducing call duration may be missing the point!

Why reducing call duration may be missing the point!

How to Use Customer Feedback to Improve Journey Maps

How to Use Customer Feedback to Improve Journey Maps

14 Tips to Provide a Kind Customer Experience

14 Tips to Provide a Kind Customer Experience

Customer Service Greetings – The Good, the Mediocre and the Innovative

Customer Service Greetings – The Good, the Mediocre and…

Time to drop the automated phone systems?

Time to drop the automated phone systems?

Contact Centre Predictions for 2022

Contact Centre Predictions for 2022

How to Respond When You’ve Let a Customer Down

How to Respond When You’ve Let a Customer Down

First recognise the internal customer

First recognise the internal customer

How Are Customer Expectations Changing and What Does That Mean for Us?

How Are Customer Expectations Changing and What Does…

Creating Memorable Customer Experiences With Emotional Intelligence

Creating Memorable Customer Experiences With Emotional…

Should contact centres be placed offshore?

Should contact centres be placed offshore?

The top ten workforce motivators

The top ten workforce motivators

The Four Key Principles of the Customer Experience

The Four Key Principles of the Customer Experience

Turning Complaining Customers into Fans

Turning Complaining Customers into Fans

Top Customer Service Strategies – No 9. Measure Your Performance

Top Customer Service Strategies – No 9. Measure Your…

Ten more customer service questions

Ten more customer service questions

Multilingual Customer Support: Here’s What You Need to Know

Multilingual Customer Support: Here’s What You Need to…

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

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

Research: The Future of AI-Powered Experiences

Upcoming Events

9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

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How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

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