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Archived Content
A selection of stories from the archives of call centre helper
White Paper: Intelligent Self-Service and Personalisation – Rethink the Customer Experience
Online Event – Unanswered Questions on Social Media Integration in the Contact Centre
Positive Reinforcement Works
Customer Is Not Always Right
Why Have CRM, 1:1 Marketing, and Customer Experience Failed?
Half of Agents are Permitted to Read Whilst Working on the Phones
Roadshow comes to town
British people don’t always say what they mean… Neither do customers
2 minutes on… Getting customer surveys right
It is Now Illegal to Provide an 0845 Number for a Customer Service Line
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Start Aligning Your Metrics With Long-Term Value
Hold Onto Your New Starters… For More Than 6 Months!
Get Your AI Pilot Off to the Best Possible Start
How to Use Stretch Targets Well in QA
