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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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Really Understand Why Your Customers Are Contacting You

Really Understand Why Your Customers Are Contacting You

How to Give Great Customer Service

How to Give Great Customer Service

Twelve Call Centre Metrics You Can’t Live Without

Twelve Call Centre Metrics You Can’t Live Without

19 Tips for Reducing Customer Effort

19 Tips for Reducing Customer Effort

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

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

Dialler Strategy

Dialler Strategy

How to Calculate Customer Effort

How to Calculate Customer Effort

How to Get Better Quality Performance from Feedback, Training and Coaching

How to Get Better Quality Performance from Feedback,…

Ten examples of crowdsourcing

Ten examples of crowdsourcing

A Simple Technique to Improve Your Contact Centre Strategy

A Simple Technique to Improve Your Contact Centre Strategy

How to improve your training department

How to improve your training department

21 Great Ways to Personalise Your Customer Interactions

21 Great Ways to Personalise Your Customer Interactions

How to balance customer service with efficiency

How to balance customer service with efficiency

Call blending

Call blending

What Should You Be Displaying on Your Contact Centre Wallboards?

What Should You Be Displaying on Your Contact Centre…

The Contact Centre Manifesto – Don’t Do ANYTHING Until You Have Done These 10 Things!

The Contact Centre Manifesto – Don’t Do…

How and Where to Get Benefits From Customer Feedback

How and Where to Get Benefits From Customer Feedback

10 Top Tips to Improve Email in the Call Centre

10 Top Tips to Improve Email in the Call Centre

Call Centre Quality Assurance: How to Create an Excellent QA Programme

Call Centre Quality Assurance: How to Create an…

The Power of Positive Language

The Power of Positive Language

How to create a customer-centric approach in customer service

How to create a customer-centric approach in customer…

What are the Best Opening Hours for a Call Centre?

What are the Best Opening Hours for a Call Centre?

10 Strategies for Improving Contact Centre Operations

10 Strategies for Improving Contact Centre Operations

Defining the Ultimate Customer Experience for Your Organisation

Defining the Ultimate Customer Experience for Your…

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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

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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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