Customer Service Strategy

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

50,699

Call Center Quality Assurance

Repeat calls on yellow background

2,224

8 Tips for Reducing Repeat Contacts

47,603

How to Calculate First Contact Resolution

call centre abbreviations

47,560

Call Centre Abbreviations to Speed up Wrap Time

A picture of someone pointing to the words "proactive customer service"

12,142

What Is Proactive Customer Service? With Examples

A person making an obnoxious gesture

4,044

How to Deal With the “Know-It-All” Customer

Survey rating icons next to person on tablet

1,258

How to Create the Best Customer Service Survey – With Examples

Compass of principles

4,768

The 26 Principles of Good Customer Service

38,067

9 Ways to Encourage Customers to Give Feedback

24,609

12 Top Uses of Artificial Intelligence in the Contact Centre

12,723

Anatomy of a Good Call – Best practice… The Call

327,813

How to Set up a Call Centre

13,318

How to Calculate… Net Promoter Score

People on phones in a queue

7,114

IVR Messaging: 11 Excellent On-Hold Messages to Keep Customers Engaged

27,099

12 Top Tips to Reduce Inbound Call Volumes

red old phone and empty speech bubble

3,865

Customer Service Greetings – The Good, the Mediocre and the Innovative

A phot of someone pointing to a speech bubble

35,046

10 Good Feedback Examples to Improve Contact Centre Performance

2023 year prediction concept - text in vintage letterpress wood type printing blocks with a cup of coffee

3,365

Contact Centre Predictions for 2023

FFF feel felt found technique - words FFF feel felt found on white note

308

A Quick Guide to the Feel, Felt, Found Approach

Person not accepting no on phone

2,307

How to Deal With Customers Who Don’t Take No for an Answer

Vision, Business Concept

732

Getting Started With Customer Service Mantras and Vision Statements

8,778

Customer Psychology: The Key to Better Contact Centre Conversations

32,036

The A-Z of customer service

A note with I'm sorry, and marshmallows on a light

22,599

How to Write a Customer Apology Letter – With an Example

Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.