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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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What’s Really Compromising Empathy in Customer Service?

What’s Really Compromising Empathy in Customer Service?

How to Balance Automation and Personalization in CX

How to Balance Automation and Personalization in CX

How to Use Customer Complaints to Your Advantage

How to Use Customer Complaints to Your Advantage

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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?