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Customer Service Strategy

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

If you are looking for more information to improve your Customer Service Strategy read our selection of articles on Service Strategy

Recent Articles Most Viewed Articles
16 Ways to Reduce AHT – Without Damaging the Customer Experience

16 Ways to Reduce AHT – Without Damaging the Customer…

Outbound dialling to mobile phones

Outbound dialling to mobile phones

What Is Performance Management? With a Definition and Best Practices

What Is Performance Management? With a Definition and…

Making outsourcing work: what the experts recommend

Making outsourcing work: what the experts recommend

10 Innovative Ways to Create Customer Value

10 Innovative Ways to Create Customer Value

Customer service – is that all there is?

Customer service – is that all there is?

How to Write to Vulnerable Customers

How to Write to Vulnerable Customers

Going the Extra Mile for Customer Service

Going the Extra Mile for Customer Service

C is for Customer

C is for Customer

3 Steps to Better Understanding Your Customers

3 Steps to Better Understanding Your Customers

How to Calculate Customer Profitability

How to Calculate Customer Profitability

Behold, the future is coming!

Behold, the future is coming!

Going From Induction to Onboarding

Going From Induction to Onboarding

23 Ways to Improve Long-Term Productivity in the Contact Centre

23 Ways to Improve Long-Term Productivity in the Contact…

Create Room to Breathe Instead of Making Knee-Jerk Reactions

Create Room to Breathe Instead of Making Knee-Jerk…

21 Smart Ways to Improve Webchat

21 Smart Ways to Improve Webchat

What’s Next With… Contact Centre Metrics?

What’s Next With… Contact Centre Metrics?

Business certification: knowing your ISOs from your Six Sigmas

Business certification: knowing your ISOs from your Six…

Top Customer Service Strategies – No 8. Use Tools with Caution

Top Customer Service Strategies – No 8. Use Tools with…

Harnessing the power of ‘what our customers are saying’

Harnessing the power of ‘what our customers are…

Customer measurement – Don’t measure me

Customer measurement – Don’t measure me

Mystery shopping – making it work for you

Mystery shopping – making it work for you

Consumer attitudes to the call centre – how to change them for the better

Consumer attitudes to the call centre – how to…

First Call Resolution using Speech Analytics

First Call Resolution using Speech Analytics

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