Articles - Customer Service

Customer service sits at the heart of every successful contact centre. This hub of expert articles, practical tips, and inspiring examples explores how to deliver great service that balances efficiency with empathy. Discover how communication, technology, and culture all work together to create experiences that build loyalty and trust. The resources here cover key areas such as active listening, tone of voice, service recovery, and training, helping your teams consistently meet and exceed customer expectations.

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26 Best Practices for a Customer Service Knowledge Base
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An Introduction to… Customer Access Strategy
CX audit concept with person checking data
A Quick Guide to CX Audits
Person working on a virtual screen with charts and the words customer experience
The Latest Trends in CX Self-Service
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The Ultimate Key to Crowdsourcing in Customer Service
Top Tips for Dealing with Customer Complaints in Call Centres
The Do’s and Don’ts of Homeworking
The Attributes of a Successful Customer Service Person
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Five Steps to Map Emotions Onto the Customer Journey
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Top Tips for Internet Chat in the Call Centre
Unhappy call centre agent in front of yellow wall covered in post it notes
An Action Plan for Customer Service Agent Abuse
Customer service vs customer experience
What Is the Difference Between Customer Experience and Customer Service?
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Going From Induction to Onboarding
Vision, Business Concept
Getting Started With Customer Service Mantras and Vision Statements
Do You Have a Customer Access Strategy in Your Call Centre? Poll Cover
How Many Call Centres Are Missing a Customer Access Strategy?
How to Respond When You’ve Let a Customer Down
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Wise and Shine: AI’s Bright Future in Customer Experience
Customer centric or concentric circles?
When Placing Outbound Calls, How Important Is It That Your Company Name & Number Show Up on The Call Recipients’ Caller ID?” Featured Image
The Importance of Caller ID
Video Image: Why Customer Experience (CX) Matters
Why Customer Experience (CX) Matters
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Customer Service AI: Where Are We Now?
how often do you think that the notes agents take don't tell the story well enough?
Are Agent Notes Capturing the Full Story?
Think Webchat is 30% Cheaper Than a Phone Call? Think Again
A picture of a heart with the words we love our customers
Omnichannel at the Heart of Customer Service
 
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