Translate

Articles - Service Strategy

40+ contact centre predictions for 2014

chess piece strategy

35 More Tips to Improve your Contact Centre Strategy

Using speech analytics to provide customer insight

Outbound dialling to mobile phones

Speech Analytics In Marketing

What is the best metric for your contact centre?

This Shouldn’t Happen to a Customer…

4 Ways to Get Your Customers Singing a Different Tune

Why Queuing Isn’t Just About the Numbers

Communicating Change in your Business

What to do when your staff resist change

Getting Customer Satisfaction Surveys Right First Time

Homeworking: What you Need to Know Before you Start

Getting the right fit: improving web contact co-ordination

How wide the rift: gap between expectation and service, and how to fix it

Knowledge management or sharing?

Defining the Ultimate Customer Experience for Your Organisation

Getting board buy-in for an improved customer experience

Why Is Your Company Failing to Be Customer-Centric?

Better customer experience from the bottom up

How to Make a Product Company More Customer-Centric

Do You Want to Be a Manager or a Leader?

Is there a place for video in the contact centre?

What Is the Best Strategy for Making a Business Grow?