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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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“Ask me no questions, I’ll tell you no lies!”

“Ask me no questions, I’ll tell you no lies!”

New solutions for cutting complaints

New solutions for cutting complaints

Customer service – is that all there is?

Customer service – is that all there is?

How to Setup a Call Centre from Scratch – The Checklist

How to Setup a Call Centre from Scratch – The…

Should you outsource customer service?

Should you outsource customer service?

A Simple Technique to Improve Your Contact Centre Strategy

A Simple Technique to Improve Your Contact Centre Strategy

Behold, the future is coming!

Behold, the future is coming!

How to create a customer-centric approach in customer service

How to create a customer-centric approach in customer…

New group sets standards for Network Answering Machine Detection (AMD)

New group sets standards for Network Answering Machine…

Getting Customer Service Excellence Certification in the Private Sector

Getting Customer Service Excellence Certification in the…

It’s Not Empowerment Unless You Trust People

It’s Not Empowerment Unless You Trust People

31 More Tips for Reducing Average Handling Time (AHT)

31 More Tips for Reducing Average Handling Time (AHT)

7 Ways to Improve the Agent Desktop

7 Ways to Improve the Agent Desktop

Designing a single contact centre metric to improve performance

Designing a single contact centre metric to improve…

Slow Computer Systems – It’s Not Rocket Science, Is It?

Slow Computer Systems – It’s Not Rocket…

How to overcome the divide between temporary and permanent staff

How to overcome the divide between temporary and…

Why reducing call duration may be missing the point!

Why reducing call duration may be missing the point!

Five pointers to improving customer experiences

Five pointers to improving customer experiences

The Best Ways to Improve First Contact Resolution

The Best Ways to Improve First Contact Resolution

Using Personality Profiles to Personalise Customer Interactions

Using Personality Profiles to Personalise Customer…

How to deal with poor service on other channels

How to deal with poor service on other channels

What Should a Future Performance Management System Look Like?

What Should a Future Performance Management System Look…

Top Customer Service Strategies – No 10. Build a Reputation and Tell the World

Top Customer Service Strategies – No 10. Build a…

How can contact centres become more proactive?

How can contact centres become more proactive?

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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?

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

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

Research: The Future of AI-Powered Experiences

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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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