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Articles - Service Strategy

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Capture Customer Needs – Just Like This!

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Out of Hours Service – Who’s Doing It Best?

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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?

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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!

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Seeing Double? 10 Ways to Drive Down Repeat Contacts

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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

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An Example of a Letter for Customer Service

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

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10 Ways to Be More Customer Centric

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Customer Complaints? Try This 10-Point Plan

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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

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

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Expert Strategies to Improve Customer Happiness

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10 Customer Experience ECommerce Case Studies

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Vonage Intelligent Workspace Box

Editor's Pick

Thumbnail Key Strategies to Maximize Contact Centre Performance

Key Strategies to Maximize Contact Centre Performance

Thumbnail 18 Sure-Fire Ways to Boost Agent Resilience

18 Sure-Fire Ways to Boost Agent Resilience

Thumbnail 10 New Ways Tech Is Helping Agents Right Now

10 New Ways Tech Is Helping Agents Right Now

Thumbnail Stop Making Your Absence Rates Go Up!

Stop Making Your Absence Rates Go Up!

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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