Articles - Service Strategy

A clear service strategy gives your contact centre direction, purpose, and consistency. This collection pulls together strategic insights, case studies, and leadership guidance on building and refining customer service strategies that deliver measurable results. Learn how to define your vision, set the right objectives, and connect your people and technology to achieve them. The content here explores planning frameworks, success metrics, and real-world stories from organisations that have redefined their service approach, helping you craft a strategy that’s both practical and future-ready.

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Person caught in a trap
Are You Falling Into These Customer Service Traps?
Refund concept with hand holding money
How to Handle Customer Refunds Without Compromising CX
CX audit concept with person checking data
A Quick Guide to CX Audits
Person holding up hand saying stop
Stop Doing These Stupid Things to Your Customers
The Top 10 Onboarding Metrics – Are You Using Them?
A person making an obnoxious gesture
How to Deal With the “Know-It-All” Customer
Magnifying glass is looking at target
Build a Customer Support Strategy That Shines
Future contact centre concept with VR headset and technology
Create the Perfect Contact Centre by 2030
Capture customer needs concept with speech bubbles and stationary
Capture Customer Needs – Just Like This!
Hand holding a clock and hand with phone, with a speech bubble and checklist - out of hours concept
Out of Hours Service – Who’s Doing It Best?
Emotion and effort in customer service with blocks and icons
Customer Effort and Emotion – 10 Reasons to Take Action Today
Customer Profitability Analysis
A Beginner’s Guide to… Customer Profitability Analysis
Two call centre agents and a customer on the phone - call transfer concept
How to Stop Call Transfers Ruining Your CX
what should a cvp look like
What Should a Customer Value Proposition Look Like?
Charing feedback and ideas concept with three people with speech bubbles over heads
Want Your Frontline Staff to Share More Customer Feedback? Try This!
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Improve Your CX Strategy – Clever Ideas From Bupa’s Contact Centre!
Phone and down arrow - drive down repeat contacts concept
Seeing Double? 10 Ways to Drive Down Repeat Contacts
Thumbs up and graph showing increase - improve service level
10 Clever Ways to Improve Your Service Levels
Five ancient pillars with sunset sky background - five pillars of cx
The 5 Pillars of Customer Experience (CX)
Person holding tablet with experience survey on green background
Top Tips to Overhaul Your CX Programme
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
Collage creative picture of hands holding mechanical retro keyboard journalist typewriter antique document isolated on beige background
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?
 
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