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Articles - Service Strategy

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5 Steps to Creating a Customer Journey Map

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Seeing Double? 10 Ways to Drive Down Repeat Contacts

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Involve Agents in Operations and Strategy

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How Are Customer Expectations Changing and What Does That Mean for Us?

How to Measure Customer Emotion

Is There a Correlation Between Queue Time and Customer Satisfaction Levels?

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What Are the Best Call Evaluation Criteria?

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The 5 Pillars of Customer Experience (CX)

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

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Making Your Customer Service Writing Simple, Friendly and Personal

Twelve Call Centre Metrics You Can’t Live Without

Quality Parameters in Outbound Calls

A tried and tested technique to improve customer service satisfaction

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Customer Service Feedback: How to Perfect Your Strategy

9 Ways to Analyse Customer Data

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Top 10 Customer Experience KPIs

Customer Profitability Analysis

A Beginner’s Guide to… Customer Profitability Analysis

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Goodwill Gestures for Better Customer Relationships

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What Should You Be Displaying on Your Contact Centre Wallboards?

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The Art of Conversation in Customer Service

The top 10 questions in customer service

Are Your Social Media Interactions Too Formal?

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How to Calibrate Quality Scores

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