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Articles - Service Strategy

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How to Calculate Staffing in a Contact Centre

Call abandon concept with red phones hanging

How to Measure Call Abandon Rate

Yellow landline phone with speech bubbles - customer service closing statements

The Top 10 Call-Closing Statement Examples

Green envelope and dear valued customer letter

Stop Saying “Dear Valued Customer” – Say This Instead

A magnifying glass and wooden puzzle with question mark - probing questions to put together the puzzle concept

15 Examples of Probing Questions for Customer Service

Call centre worker looking at script and smiling

Positive Scripting For Customer Service – With Examples

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10 Feedback Examples to Improve Contact Centre Performance

A photo of smiling contact centre advisor making a point

Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge

Customer Satisfaction Score CSAT

What is a Customer Satisfaction Score (and How to Calculate CSAT)

Customer Engagement puzzle piece

Fresh Ideas to Spark Customer Engagement

Notepad and pencil with the words alternatives to sorry for the inconvenience

15 Great Alternatives to “Sorry for the Inconvenience”

20 Contact Centre Objectives

A teddy bear sits in a little wheelchair, with a leg in a bandage and plasters on its head

How To Deal With Vulnerable Customers

How to Assess Quality on Email and Live Chat in the Contact Centre

Welcome Calls in Customer Service

Welcome Calls: A Simple Way to Increase Customer Satisfaction

Happy woman reading a letter on a table at home

How to Write a Great Customer Service Letter – With Examples

How to Create a Customer Balanced Scorecard – with Template and Examples

Person caught in a trap

Are You Falling Into These Customer Service Traps?

Group of people putting their hands in centre with the words assurance statements for customer service

Assurance Statements in Customer Service – With Examples

People on phones in a queue

IVR Messaging: 11 Examples of On-Hold Messages

Train Team Leaders Well

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Top CX Events and Conferences for 2025 and 2026

Close up hand holds paper card with text vocabulary.

The Definitive Guide to Improving Agents’ Customer Service Vocabulary

Understand your Customer on paper

3 Steps to Better Understanding Your Customers