Articles - CX

Here is a selection of articles about CX (Customer Experience), including what customer experience is, how it can be measured and improved upon.

7 Things That World-Class Contact Centres Do Well
frustrated girl at typewriter
Mistakes to Avoid… Call and Contact Routing
Signposting – Reduce Your Average Handling Time (AHT) by 15 Seconds
Most Contact Centre Managers Call Their Own Contact Centre Every Month
Failure Demand – Reducing Cost and Improving the Customer Experience
The Emotional Side of Customer Experience
How Do I… Predict My Customers’ Behaviour?
man scratching head
Really Understand Why Your Customers Are Contacting You
Call Control Could Knock 20 Seconds off Your Average Handling Time (AHT)
customer through looking glass
Contact Centre Problem-Solving: 7 Steps to Improve Root-Cause Analysis
customer lifetime value
How to Calculate Customer Lifetime Value – The Formula
focus group
10 Top Tips for Running a Customer Focus Group
old phones
7 Signs Your CRM System Is Outdated
head with cogs
8 ‘Soft Skills’ Training Exercises
post it pinboard
Worst Mistakes to Avoid… Mapping the Customer Journey
21 Ways to Improve Complaints Handling in Your Contact Centre
The Do’s and Don’ts of Homeworking
8 Tips to Reduce Customer Service Contacts
50 Ideas to Transform Your Contact Centre
The Best Words to Rescue an Unhappy Customer Experience
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Are You Running a Great Multichannel Operation?
The Hidden Gems of Call Routing Software
How to Make a Product Company More Customer-Centric
Best-Practice Ideas for Improving Performance