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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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Benefits of outbound

Benefits of outbound

What Is Proactive Customer Service? With Examples

What Is Proactive Customer Service? With Examples

How to Write a Call Centre Business Plan

How to Write a Call Centre Business Plan

9 Strategies to Improve Customer Satisfaction

9 Strategies to Improve Customer Satisfaction

Is There a Correlation Between Queue Time and Customer Satisfaction Levels?

Is There a Correlation Between Queue Time and Customer…

Top Customer Service Strategies – No.5 Listen to Your Customers and Staff

Top Customer Service Strategies – No.5 Listen to Your…

IVR Messaging: 11 Examples of On-Hold Messages

IVR Messaging: 11 Examples of On-Hold Messages

Making NLP Work in Your Call Centre

Making NLP Work in Your Call Centre

How to Calculate… Net Promoter Score

How to Calculate… Net Promoter Score

What is the best voice to use for on-hold messages?

What is the best voice to use for on-hold messages?

Welcome Calls: A Simple Way to Increase Customer Satisfaction

Welcome Calls: A Simple Way to Increase Customer…

How to Calculate an Employee Net Promoter Score

How to Calculate an Employee Net Promoter Score

Should Agents Be Allowed to Eat at Their Desks?

Should Agents Be Allowed to Eat at Their Desks?

20 Things Advisors Can Do to Improve the Customer Experience

20 Things Advisors Can Do to Improve the Customer…

Anatomy of a Good Call – Best practice… The Call

Anatomy of a Good Call – Best practice… The Call

10 ways to reduce telephone demand

10 ways to reduce telephone demand

The Best Ways to Benchmark Your Contact Centre

The Best Ways to Benchmark Your Contact Centre

Measuring customer satisfaction and driving behaviour

Measuring customer satisfaction and driving behaviour

How You Can Drive up Net Promoter Scores

How You Can Drive up Net Promoter Scores

Top CX Events and Conferences for 2025 and 2026

Top CX Events and Conferences for 2025 and 2026

A tried and tested technique to improve customer service satisfaction

A tried and tested technique to improve customer service…

Forget Net Promoter, Try the Customer Effort Score

Forget Net Promoter, Try the Customer Effort Score

50 Quick Ideas to Improve Contact Centre Performance

50 Quick Ideas to Improve Contact Centre Performance

How to Calculate Customer Lifetime Value – The Formula

How to Calculate Customer Lifetime Value – The…

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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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How To Forward a Voicemail on Any Device

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

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