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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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How Often You Should Seek Customer Feedback

How Often You Should Seek Customer Feedback

Six Steps to CX Transformation

Six Steps to CX Transformation

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

Call Centre Quality Assurance: How to Create an…

What Is Performance Management? With a Definition and Best Practices

What Is Performance Management? With a Definition and…

The Definitive Guide to Improving Agents’ Customer Service Vocabulary

The Definitive Guide to Improving Agents’ Customer…

How to Improve Customer Satisfaction

How to Improve Customer Satisfaction

5 Examples of Contact Centre Fraud – And How to Prevent Them!

5 Examples of Contact Centre Fraud – And How to Prevent…

How to Provide Closed-Loop Feedback With Employees and Customers

How to Provide Closed-Loop Feedback With Employees and…

Customer Experience Management (CEM) – The Latest Thinking in Looking After Customers

Customer Experience Management (CEM) – The Latest…

What Is an After-Call Survey?

What Is an After-Call Survey?

Assurance Statements in Customer Service – With Examples

Assurance Statements in Customer Service – With…

Top Tips to Monitor Customer Service

Top Tips to Monitor Customer Service

15 Great Alternatives to “Sorry for the Inconvenience”

15 Great Alternatives to “Sorry for the Inconvenience”

10 Customer Service Behaviours Every Contact Centre Agent Should Have

10 Customer Service Behaviours Every Contact Centre…

How to Create an Effective Digital Customer Service Strategy

How to Create an Effective Digital Customer Service…

Customer Service Emails and Letters: How to Review and Improve Your Templates

Customer Service Emails and Letters: How to Review and…

8 Tips for Reducing Repeat Contacts

8 Tips for Reducing Repeat Contacts

Stop Saying “Dear Valued Customer” – Say This Instead

Stop Saying “Dear Valued Customer” – Say This Instead

Customer Service Greetings – The Good, the Mediocre and the Innovative

Customer Service Greetings – The Good, the Mediocre and…

7 Key Ideas for Winning Customer Loyalty

7 Key Ideas for Winning Customer Loyalty

21 Steps to a More Personalized Customer Experience

21 Steps to a More Personalized Customer Experience

How to Deal With Frustrated Customers – And Make Them Happy

How to Deal With Frustrated Customers – And Make…

16 Key Components of a Digital Customer Transformation Strategy

16 Key Components of a Digital Customer Transformation…

The Five C’s of Customer Service

The Five C’s of Customer Service

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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?

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

How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

Featured Webinars

Webinar: Balancing Efficiency with Empathy in Customer Service

Webinar: Boosting Customer Satisfaction in Contact Centres

Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise