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Looks at the strategic side of planning a contact centre for customer service, customer care or sales.
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How Do I Calculate… Cost per Call?
How to Set up a Call Centre
The Contact Centre Manifesto – Don’t Do…
Six of The Best Advisor Behaviours and How Technology…
9 Best Practices to Develop Call Quality Monitoring
Will Messaging Apps Become the Next Mainstream Channel?
Evolving a Strategic Call Centre Quality Assurance…
Give Agents the Right Tools to Do Their Job
Seven Top Tips for Service Design
14 Top Tips for Digital Customer Service
Ten Tips to Provide a Greater Webchat Experience
Are Behavioral Science, Customer Centricity and Customer…
Is Customer Service the New Sales and Marketing?
How to Calculate… Net Promoter Score
23 Ways to Improve Long-Term Productivity in the Contact…
The Best KPIs to Use in Your Call Centre
What Quality Assurance Managers Wish Agents Knew About…
21 Practical Techniques to Boost Customer Satisfaction…
How to Calibrate Quality Scores
21 Smart Ways to Improve Webchat
Dear Valued Customer – How NOT to Write a Customer…
Is There a Correlation Between Queue Time and Customer…
Do You Know the Best Way to Measure Call Centre Quality?
5 Steps to Creating a Customer Journey Map
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