The Largest Online Community for Contact Centre Professionals

LinkedIn YouTube
Search
Menu
Close Close
LinkedIn YouTube
Open Sidebar
Follow us on LinkedIn

Customer Service Strategy

Looks at the strategic side of planning a contact centre for customer service, customer care or sales.

Filter Filter Filter
Recent Articles Most Viewed Articles

Category

Sub Category

How to Design a Contact Centre for Impatient Customers

How to Design a Contact Centre for Impatient Customers

4 Key Objectives to Improve Productivity and Customer Experience

4 Key Objectives to Improve Productivity and Customer…

Evolving a Strategic Call Centre Quality Assurance Framework

Evolving a Strategic Call Centre Quality Assurance…

Does a contact centre really need to be world class?

Does a contact centre really need to be world class?

How to Be a Leader in the Contact Centre

How to Be a Leader in the Contact Centre

How to Implement a Mystery Shopping Program

How to Implement a Mystery Shopping Program

How to Improve Internal Communication in the Contact Centre

How to Improve Internal Communication in the Contact…

New solutions for cutting complaints

New solutions for cutting complaints

Is Reducing Average Handling Time (AHT) a Good Idea?

Is Reducing Average Handling Time (AHT) a Good Idea?

19 Reasons Why Collecting Customer Feedback Is Important for Your Organization

19 Reasons Why Collecting Customer Feedback Is Important…

19 Predictions for the Future of the Contact Centre

19 Predictions for the Future of the Contact Centre

It’s Not Empowerment Unless You Trust People

It’s Not Empowerment Unless You Trust People

Training Your Team to Take Ownership

Training Your Team to Take Ownership

Building a virtual call centre

Building a virtual call centre

Top Customer Service Strategies – No.1 Recruit and Train the Right People

Top Customer Service Strategies – No.1 Recruit and…

11 Customer Retention Strategies

11 Customer Retention Strategies

Ten Tips to Provide a Greater Webchat Experience  

Ten Tips to Provide a Greater Webchat Experience  

How to Create an Effective Digital Customer Service Strategy

How to Create an Effective Digital Customer Service…

Top Customer Service Strategies – No. 3 Recognise the Importance of Customer Loyalty

Top Customer Service Strategies – No. 3 Recognise…

The Five C’s of Customer Service

The Five C’s of Customer Service

22 Contact Centre Cost Saving Ideas

22 Contact Centre Cost Saving Ideas

How do I… Get the Best from a Multi-Channel Contact Centre?

How do I… Get the Best from a Multi-Channel…

What Is an After-Call Survey?

What Is an After-Call Survey?

How to manage a successful offshore contact centre

How to manage a successful offshore contact centre

Close Close
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