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Articles - Nerys Corfield

Nerys Corfield at Injection Consulting

Connect with Nerys on LinkedIn

Build Rapport on the Phone for Success

How to Build Rapport on the Phone – With Examples

What Should You Name Your Contact Centre

What Should You Name Your Call Centre?

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How to Deal With a Talkative Customer

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What Is First Contact Resolution? – With Formula and Expert Best Practices

How to Calculate Productivity in the Contact Centre

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21 Amazing Habits to Foster in Your Frontline Agents

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Gartner’s Magic Quadrant – Where Are All the European Players?

Video Image: Employee Engagement – 10 Experts Share Their Favourite Advice

10 Expert Tips for Employee Engagement

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10 Quick Fixes to Deal With Increased Call Volumes (Updated!)

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Should Contact Centres Call Time on Meta’s Social Media Apps?

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How to Provide Great Social Customer Service

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Top 10 Tips for Exceeding Customer Expectations

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What Is Contact Centre as a Service (CCaaS)?

Video Image: Quality Assurance – 10 Experts Share Their Favourite Advice

10 Expert Tips for Quality Assurance (QA)

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Evolution of CCaaS – What’s Next?

Video Image: Call Centre Coaching – 10 Experts Share Their Favourite Advice

10 Expert Tips for Call Centre Coaching

How to Stop Advisors Rushing Through Calls at the End of Their Shifts

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18 Bad Habits That Kill CX

Video Image: Remote Working – 10 Experts Share Their Favourite Advice

10 Expert Tips for Remote Working

Video Image: Call Centre Metrics – 10 Experts Share Their Favourite Advice

10 Expert Tips for Call Centre Metrics

Recorded Webinar: 10 Ways to Exceed Your Customers’ Expectations

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The Contact Centre Podcast: Catch-up with Every Episode So Far!

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Stop Doing These Stupid Things to Your Customers

Recorded Webinar: Ways to Empower Contact Centre Advisors