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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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Customer Effort and Emotion – 10 Reasons to Take Action Today

Customer Effort and Emotion – 10 Reasons to Take…

A Beginner’s Guide to… Customer Profitability Analysis

A Beginner’s Guide to… Customer Profitability Analysis

How to Stop Call Transfers Ruining Your CX

How to Stop Call Transfers Ruining Your CX

What Should a Customer Value Proposition Look Like?

What Should a Customer Value Proposition Look Like?

Want Your Frontline Staff to Share More Customer Feedback? Try This!

Want Your Frontline Staff to Share More Customer…

Improve Your CX Strategy – Clever Ideas From Bupa’s Contact Centre!

Improve Your CX Strategy – Clever Ideas From…

Seeing Double? 10 Ways to Drive Down Repeat Contacts

Seeing Double? 10 Ways to Drive Down Repeat Contacts

The 5 Pillars of Customer Experience (CX)

The 5 Pillars of Customer Experience (CX)

How to Design an Escalation Matrix for Call Centre Agents

How to Design an Escalation Matrix for Call Centre Agents

Finding the Ideal Opening Hours for Your Contact Centre

Finding the Ideal Opening Hours for Your Contact Centre

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Top Stories

What’s Really Compromising Empathy in Customer Service?

How to Thrive Through Seasonal Peaks

Stop Driving Up Your Sickness Levels!

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

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

Research: The Future of AI-Powered Experiences

Upcoming Events

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

Latest Blogs

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports