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Articles - Service Strategy

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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

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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)

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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

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Stop Spamming! 10 Better Ways to Collect Customer Feedback

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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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The Latest Trends in CX Self-Service

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