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Articles - Richard McCrossan

Richard McCrossan is a Digital Transformation CX, Commercial Strategy & Ops Leader

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18 Ways to Improve the Effectiveness of Your Digital Customer Service

14 Ideas for Providing a Memorable Customer Experience

What Customer Experience Teams Can Learn From the World Cup

Is Customer Service to Blame for the Demise of Industries?

Can Poor Customer Service Cause The Demise Of An Entire Industry?

What’s Next With… Contact Centre Metrics?

Will Robots Replace Humans in the Contact Centre?

Recorded Webinar: 7 Ways to Drive Down Repeat Contacts

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Bringing the Field and Mobile Worker into the Contact Centre

How Do I… Create a ‘Channel of Choice’ Experience?

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Top 20 Examples of Rapport Building Statements

Recorded Webinar: Best Practices for Using Web Chat

Trade Secrets: Simple Ways to Improve Call Scripting

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What to Look for When Buying an Agent Desktop

Are You Making These 25 Webchat Mistakes?

How Do I… Achieve Consistency Across Different Channels?

The Future of Voice in the Contact Centre

21 Great Ways to Personalise Your Customer Interactions

43 Things You Should NOT Do With Your IVR Messages

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Trade Secrets: Getting the Best out of Your Agent Desktop

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What is the Best Way to Handle a Complaint Through Social Media?

14 Steps to Web Chat Success

Recorded Webinar: The Best Ways to Handle Web Chat in your Contact Centre

How do I… Get a single view of the customer?

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Editor's Pick

Thumbnail How to Develop Empathy as a Skill in Your Frontline Teams

How to Develop Empathy as a Skill in Your Frontline Teams

Thumbnail Tackle the 3 A’s – Absence, Agent Burnout, and Attrition

Tackle the 3 A’s – Absence, Agent Burnout, and Attrition

Thumbnail 10 Ways to Be More Customer Centric

10 Ways to Be More Customer Centric

Thumbnail 21 Tips to Make Your Customers Feel Truly Valued

21 Tips to Make Your Customers Feel Truly Valued

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Latest Resources

Guide: Maximize the Value of Your Voice & Screen Data

Guide: Maximize the Value of Your Voice & Screen Data

2024 Contact Centre Buyer’s Guide

2024 Contact Centre Buyer’s Guide

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Upcoming Events

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Contact Center Show Middle East 2024

Tue 30 Apr 2024

thumbnail advert promoting event Masterclass: Why CX Can’t Hang Up on the Voice Channel

Masterclass: Why CX Can’t Hang Up on the Voice Channel

Wed 01 May 2024

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Latest Insights

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What High-Profile AI Blunders Can Teach Us

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Overcoming Key Challenges in UK Local Government Contact Centres

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Featured Articles

Thumbnail The Key Elements of a CX Lifecycle and Ways to Improve It

The Key Elements of a CX Lifecycle and Ways to Improve It

Thumbnail 21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service

21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service

Thumbnail What is Attrition Rate and How to Calculate It

What is Attrition Rate and How to Calculate It

Thumbnail The Top 10 Call-Closing Statement Examples

The Top 10 Call-Closing Statement Examples

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Popular Pages

Thumbnail The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day

The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day

Thumbnail The Top 50 Words to Describe Yourself on Your CV in 2024

The Top 50 Words to Describe Yourself on Your CV in 2024

Thumbnail Contact Centre Dashboard Excel Template

Contact Centre Dashboard Excel Template

Thumbnail Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?

Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?

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