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Looks at the strategic side of planning a contact centre for customer service, customer care or sales.
If you are looking for more information to improve your Customer Service Strategy read our selection of articles on Service Strategy
Are You Ready for the Toughest Generation of Customers…
Signposting – Reduce Your Average Handling Time (AHT) by…
Failure Demand – Reducing Cost and Improving the…
The Emotional Side of Customer Experience
Is Your Music on Hold Turning Off Your Customers?
Create and Maintain a Positive Culture
How to Get Skilled in Creating a Business Case
Create Room to Breathe Instead of Making Knee-Jerk…
Stop Blindly Obsessing Over Efficiency
Drive the Voice of the Customer into the Business for…
Identify Your 3 Most Common Customer Issues, and Fix Them
Involve Agents in Operations and Strategy
Really Understand Why Your Customers Are Contacting You
Call Control Could Knock 20 Seconds off Your Average…
How to Calculate Customer Lifetime Value – The…
How to Set Up a New Customer Service Centre – The…
Anatomy of a Good Call – Best practice… The Call
How to Calculate Schedule Efficiency
Is Your Contact Centre Prepared for the Challenges of…
10 Strategies for Improving Contact Centre Operations
Are Your Social Media Interactions Too Formal?
Top 10 Smart Call Centre Goals
How to Make a Product Company More Customer-Centric
27 Ways to Get the Best Out of Your Metrics
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