Translate

Customer Service Strategy

Looks at the strategic side of planning a contact centre for customer service, customer care or sales.

Five ancient pillars with sunset sky background - five pillars of cx

The 5 Pillars of Customer Experience (CX)

Illustration of hand holding a phone with contact icons

How to Design an Escalation Matrix for Call Centre Agents

The Right Contact Centre Opening Hours with two clocks with a question mark and lightbulb

Finding the Ideal Opening Hours for Your Contact Centre

Person smiling at letter in their hands

An Example of a Letter for Customer Service

Person pushing a rock up a hill - challenge concept

Why Is It Getting Harder to Be a Good Customer Service Leader?

Customer Centric strategy concept with the words written on notepad

10 Ways to Be More Customer Centric

Illustration of customer complaints, negative comments with angry face symbols

Customer Complaints? Try This 10-Point Plan

Person on phone to customer service happy with service

21 Tips to Make Your Customers Feel Truly Valued

Customer Feedback concept

Stop Spamming! 10 Better Ways to Collect Customer Feedback

Proactive customer service marks on notebook.

Get Started With Proactive Customer Service

Customer Service Agents With Headsets Working In A Call Center

16 Ways to Reduce AHT – Without Damaging the Customer Experience

Phones on sky background - high call volume concept

Call Volumes Up? Here’s What You Can Do About It

Happiness and strategy concept with happy person playing chess

Expert Strategies to Improve Customer Happiness

ecommerce customer experience image of woman purchasing online

10 Customer Experience ECommerce Case Studies

A hand showing thumb-up and five stars on red background

Person working on a virtual screen with charts and the words customer experience

The Latest Trends in CX Self-Service

CX Week with colourful blocks with days of the week on them

Illustration of hands holding phone with faces on them - positive, neutral, negative

An Introduction to… Post-Call Surveys

8 Key Elements of a Customer Experience CX Lifecycle

The Key Elements of a CX Lifecycle and Ways to Improve It

Illustration of a happy person and a frustrated one

Are You Listening to Your Customers or Irritating Them?

How Can CX Improve the Contact Centre?

Silhouette of person in circle - total experience concept

An Introduction to… Total Experience (TX)

Person checking script

An Introduction to Call Scripting

Map navigation red pointer on the road in perspective

How to Improve Your Customer Journey Mapping