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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 Setup a Call Centre from Scratch – The Checklist

How to Setup a Call Centre from Scratch – The…

How to Calculate Staffing in a Contact Centre

How to Calculate Staffing in a Contact Centre

How to Write a Great Customer Service Letter – With Examples

How to Write a Great Customer Service Letter –…

15 Examples of Probing Questions for Customer Service

15 Examples of Probing Questions for Customer Service

How to Calculate Average Handling Time (AHT)

How to Calculate Average Handling Time (AHT)

How to Set up a Call Centre

How to Set up a Call Centre

The Top 10 Call-Closing Statement Examples

The Top 10 Call-Closing Statement Examples

How to Measure Call Abandon Rate

How to Measure Call Abandon Rate

The Best KPIs to Use in Your Call Centre

The Best KPIs to Use in Your Call Centre

“Sorry for the Inconvenience” – How to Offer a Genuine Apology

“Sorry for the Inconvenience” – How to Offer a Genuine…

What is a Customer Satisfaction Score (and How to Calculate CSAT)

What is a Customer Satisfaction Score (and How to…

Positive Scripting For Customer Service – With Examples

Positive Scripting For Customer Service – With…

Dear Valued Customer – How NOT to Write a Customer Service Letter

Dear Valued Customer – How NOT to Write a Customer…

The Top 10 Customer Service Strategies That Stand the Test of Time

The Top 10 Customer Service Strategies That Stand the…

Exceptional Customer Service Examples

Exceptional Customer Service Examples

Stop Saying “Dear Valued Customer” – Say This Instead

Stop Saying “Dear Valued Customer” – Say This Instead

How to Develop the Best Contact Centre Script

How to Develop the Best Contact Centre Script

Using Personality Profiles to Personalise Customer Interactions

Using Personality Profiles to Personalise Customer…

How to Calculate First Contact Resolution (FCR) – With Formula

How to Calculate First Contact Resolution (FCR) –…

Temporary vs Permanent Staff – Which is More Productive?

Temporary vs Permanent Staff – Which is More Productive?

25 Good Examples of How to Collect Customer Feedback

25 Good Examples of How to Collect Customer Feedback

10 Ways to Say “Sorry For the Inconvenience Caused”

10 Ways to Say “Sorry For the Inconvenience Caused”

What to Measure and Manage in your Call Centre

What to Measure and Manage in your Call Centre

How to Calculate Productivity in the Contact Centre

How to Calculate Productivity 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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Research: The Future of AI-Powered Experiences

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