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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
How do I… Get a single view of the customer?
Where have all the callers gone?
How Do You Make Your Call Centre PCI Compliant?
“Ask me no questions, I’ll tell you no lies!”
New solutions for cutting complaints
Customer service – is that all there is?
How to Setup a Call Centre from Scratch – The…
Should you outsource customer service?
A Simple Technique to Improve Your Contact Centre Strategy
Behold, the future is coming!
How to create a customer-centric approach in customer…
New group sets standards for Network Answering Machine…
Getting Customer Service Excellence Certification in the…
It’s Not Empowerment Unless You Trust People
31 More Tips for Reducing Average Handling Time (AHT)
7 Ways to Improve the Agent Desktop
Designing a single contact centre metric to improve…
Slow Computer Systems – It’s Not Rocket…
How to overcome the divide between temporary and…
Why reducing call duration may be missing the point!
Five pointers to improving customer experiences
The Best Ways to Improve First Contact Resolution
Using Personality Profiles to Personalise Customer…
How to deal with poor service on other channels
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