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Articles - Service Strategy

Illustration of hands holding phone with faces on them - positive, neutral, negative

An Introduction to… Post-Call Surveys

8 Key Elements of a Customer Experience CX Lifecycle

The Key Elements of a CX Lifecycle and Ways to Improve It

Illustration of a happy person and a frustrated one

Are You Listening to Your Customers or Irritating Them?

How Can CX Improve the Contact Centre?

Silhouette of person in circle - total experience concept

An Introduction to… Total Experience (TX)

Person checking script

An Introduction to Call Scripting

Map navigation red pointer on the road in perspective

How to Improve Your Customer Journey Mapping

Customer icons and arrows overlayed over a person - spotting points with customer concept

25 Ways to Proactively Spot Your Customers’ Pain Points

KPI and graphs on digital background with the words top cx kpis

Top 10 Customer Experience KPIs

Person talking on phone having a courtesy call

Courtesy Calls: A Great Way to Enhance CX

Yellow landline phone with speech bubbles - customer service closing statements

The Top 10 Call-Closing Statement Examples

Vertical market concept with digital representations if industries

An Introduction to… CX Across Vertical Markets

Luxury service concept with waiter holding service bell on plate

What It Really Takes to Deliver Luxury Customer Service – With Examples

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15 Examples of Probing Questions for Customer Service

Comic books dialog bubbles. Cartoon book superhero scrapbook page template, empty comical speech clouds

Are You Embracing the Potential of Unstructured VoC Data?

A picture of an anxious person staring at their phone

Top Tips for Dealing With Anxious Customers

Strategy concept with arrows and pins

An Introduction to… Customer Access Strategy

self service pick

Ideas to Improve Customer Self-Service

Strategy concept with hands holding chess pieces

How to Be More Proactive in the Contact Centre

A crowd of silhouettes representing community and connection of people

Practical Tips to Connect With Customers

Words bad news surrounded by paper balls

How to Deliver Bad News in Customer Service

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Goodwill Gestures for Better Customer Relationships

Young and old generation idea

The Generation Game: How to Tailor Your CX for Different Ages

Vision, Business Concept

Getting Started With Customer Service Mantras and Vision Statements