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Articles - Customer Service

Find and explore a range of content on providing exceptional customer service and best practices in the call centre industry.

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What Will Agent Roles Look Like in 2035?

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Top Tactics to Improve First Contact Resolution (FCR)

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Stay on Top of Social Media Like a CX Pro

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10 Ways to Make Customers Feel More Valued

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10 Game-Changing Ways Emotion Will Shape the Future of CX

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What’s the Best Way to Reward Customers for Their Feedback?

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The Latest Emerging Trends and Strategies in CX

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Perfect Your Automated Customer Service Emails

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How Customer Attitudes to AI in Customer Service Are Changing

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20 Innovative Lessons from Simplyhealth’s Contact Centre

15 Hacks to Reduce Customer Uncertainty

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The Future of Healthcare – 5 Innovative Solutions in Action

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Should Contact Centres Call Time on Meta’s Social Media Apps?

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What Will Shape the Contact Centres of 2025?

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Why WhatsApp Is Growing in Popularity for Contact Centres

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Are You Falling Into These Customer Service Traps?

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How to Handle Customer Refunds Without Compromising CX

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A Quick Guide to CX Audits

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Stop Doing These Stupid Things to Your Customers

The Top 10 Onboarding Metrics – Are You Using Them?

The Superhuman Touch – How to Blend Agents and AI for Maximum Impact

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The 5-Star Customer Service Skills Your Team Really Need

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Mastering IVR – What to Do and Avoid

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Live Chat Quality – 7 Training Exercises to Improve It