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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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The seven deadly sins of measurement

The seven deadly sins of measurement

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?

7 tips for employing agency workers

7 tips for employing agency workers

Top Customer Service Strategies – No 9. Measure Your Performance

Top Customer Service Strategies – No 9. Measure Your…

Sunshine on a cloudy day. When is it best to use the cloud?

Sunshine on a cloudy day. When is it best to use the…

19 Predictions for the Future of the Contact Centre

19 Predictions for the Future of the Contact Centre

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

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

19 Tips for Reducing Customer Effort

19 Tips for Reducing Customer Effort

Top Customer Service Strategies – No.7 Look at Processes from Varied Viewpoints

Top Customer Service Strategies – No.7 Look at…

The best ways to collect customer feedback

The best ways to collect customer feedback

Top Customer Service Strategies – No.6 Welcoming Complaints

Top Customer Service Strategies – No.6 Welcoming…

Top Customer Service Strategies – No.5 Listen to Your Customers and Staff

Top Customer Service Strategies – No.5 Listen to Your…

Top Customer Service Strategies – No.4 Lead from the Top

Top Customer Service Strategies – No.4 Lead from…

Top Customer Service Strategies – No. 3 Recognise the Importance of Customer Loyalty

Top Customer Service Strategies – No. 3 Recognise…

How to Introduce Multi-Skilling into the Contact Centre

How to Introduce Multi-Skilling into the Contact Centre

Debunking the Customer Effort Score

Debunking the Customer Effort Score

Top Customer Service Strategies – No. 2 Happy Staff = Happy Customers

Top Customer Service Strategies – No. 2 Happy Staff =…

Top Customer Service Strategies – No.1 Recruit and Train the Right People

Top Customer Service Strategies – No.1 Recruit and…

7 ways to simplify how our customers deal with us

7 ways to simplify how our customers deal with us

First recognise the internal customer

First recognise the internal customer

5 Strategies for Improving your NPS Score

5 Strategies for Improving your NPS Score

Customer service – the disconnect between spin and reality

Customer service – the disconnect between spin and reality

Strategies for developing and retaining talent in the contact centre

Strategies for developing and retaining talent in the…

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How to Deal with That Awkward Agent

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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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Research: The Future of AI-Powered Experiences

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