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Liz Doig

Liz Doig, Founder and Strategic Lead, Wordtree

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Customer Service Emails and Letters: How to Review and Improve Your Templates

Customer Service Emails and Letters: How to Review and…

How to Write Good Customer Support Live Chat Scripts – With Examples

How to Write Good Customer Support Live Chat Scripts –…

Customer Service Language: Changing the Language of Your Contact Centre

Customer Service Language: Changing the Language of Your…

Call Centre Management: From Cost Centre to Strategic Resource

Call Centre Management: From Cost Centre to Strategic…

Understanding Your Customers: 5 Practical Techniques

Understanding Your Customers: 5 Practical Techniques

The Best Ways to Communicate With Upset Customers

The Best Ways to Communicate With Upset Customers

How to Create Reassuring On-Hold and IVR Messages – With Examples

How to Create Reassuring On-Hold and IVR Messages – With…

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

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

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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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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

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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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