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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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Train Team Leaders Well

Train Team Leaders Well

What Should You Put in a Customer Service Vision Statement?

What Should You Put in a Customer Service Vision…

How to Create the Best Customer Service Survey – With Examples

How to Create the Best Customer Service Survey –…

The Customer Hierarchy of Needs

The Customer Hierarchy of Needs

IVR Messaging: 11 Examples of On-Hold Messages

IVR Messaging: 11 Examples of On-Hold Messages

The 26 Principles of Good Customer Service

The 26 Principles of Good Customer Service

20 Smart Ideas to Improve Your Voice of the Customer Programme

20 Smart Ideas to Improve Your Voice of the Customer…

How to Deal With Demanding Customers

How to Deal With Demanding Customers

Contact Centre Predictions for 2022

Contact Centre Predictions for 2022

How Can You Automate Your Contact Centre?

How Can You Automate Your Contact Centre?

Customer Segmentation: How to Segment Your Customer Base

Customer Segmentation: How to Segment Your Customer Base

An Action Plan for Customer Empathy

An Action Plan for Customer Empathy

The Future of Customer Communication

The Future of Customer Communication

What Are the Best Call Evaluation Criteria?

What Are the Best Call Evaluation Criteria?

Customer Journey Map Examples With Expert Analysis

Customer Journey Map Examples With Expert Analysis

The Ultimate Key to Crowdsourcing in Customer Service

The Ultimate Key to Crowdsourcing in Customer Service

How to Create a Customer Balanced Scorecard – with Template and Examples

How to Create a Customer Balanced Scorecard – with…

23 New Ideas for Customer Service Over the Phone

23 New Ideas for Customer Service Over the Phone

Going From Induction to Onboarding

Going From Induction to Onboarding

The Art of Conversation in Customer Service

The Art of Conversation in Customer Service

Training Your Team to Take Ownership

Training Your Team to Take Ownership

How to Calculate Staffing in a Contact Centre

How to Calculate Staffing in a Contact Centre

Developing Mindsets for Customer Service Success

Developing Mindsets for Customer Service Success

20 Ways to Upskill Your Contact Centre Advisors

20 Ways to Upskill Your Contact Centre Advisors

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

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