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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 to Create a Contact Centre Quality Scorecard – With a Template Example

How to Create a Contact Centre Quality Scorecard –…

The Best Shift Patterns for the Contact Centre

The Best Shift Patterns for the Contact Centre

9 Ways to Encourage Customers to Give Feedback

9 Ways to Encourage Customers to Give Feedback

The Definitive Guide to Improving Agents’ Customer Service Vocabulary

The Definitive Guide to Improving Agents’ Customer…

Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge

Customer Service Skills: How to Improve Empathy, Active…

The Importance of Call Centre Culture and How to Improve it

The Importance of Call Centre Culture and How to Improve…

What “Going the Extra Mile” REALLY Means in Customer Service

What “Going the Extra Mile” REALLY Means in Customer…

Net Promoter Score and How it can Improve your Call Centre

Net Promoter Score and How it can Improve your Call Centre

Train Team Leaders Well

Train Team Leaders Well

14 Ideas for Providing a Memorable Customer Experience

14 Ideas for Providing a Memorable Customer Experience

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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

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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