The Leading Contact Centre Magazine
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What is an Erlang?
Call Centre News
Articles about Social Media
Social Media Customer Service – Turning Customer Service on its Head
How to Get the Most Dangerous Customer Service Channel Right
13 Predictions for the Future of CRM Systems
There’s Nothing Funny About Customer Service – or Is There?
A Low-Down on Social Media Customer Complaints
Social Customer Service
Publicly Celebrate Your Agents on Social Media
Are Your Social Media Interactions Too Formal?
How to Choose the Right Technology for Your Call Centre
Are You Running a Great Multichannel Operation?
What Will Happen to the Contact Centre in 2016 and Beyond?
Share News and Updates in Your Twitter Feed
10 Top Tips for Social Customer Service
7 Ways to Protect Your Customers From Social Poaching
Twitter Debate – Should all Agents Handle all Channels?
What is the Best Way to Handle a Complaint Through Social Media?
How NOT to please the social customer
Set up an Internal Facebook Group
The best ways to use social media in the contact centre
Recorded Webinar: Delivering Great Customer Service to the Mobile and Social Customer
Erlang C Calculator Excel Including Shrinkage
Free Call Monitoring and Coaching Form
Monthly Forecasting Excel Spreadsheet Template
Multi-Channel Contact Centre Calculator Tool – Phone Email Chat
Webinar: What Does a Super-Agent Look Like?
Webinar: The Top 10 Employee Engagement Ideas
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16 to 24 years olds and employment prospects
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The Top 25 Words to Describe Yourself on Your CV
Top 25 Positive Words, Phrases and Empathy Statements
18 Empathy Statements That Help Improve Customer-Agent Rapport
The Best Customer Service Greeting Phrases – with Examples
The Right Words and Phrases to Say to an Angry Customer
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32 Contact Centre KPIs That You Need to Track (And Why!)
How to Achieve Excellent Customer Service Through Coaching
Customer Service Feedback: How to Perfect Your Strategy
27 Positive Statements to Use In Difficult Situations
Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service? (2020 Edition)
Whitepaper: The Innovator’s Guide to the Digital-first Contact Centre
Increase Contact Centre Agent Engagement With Gamification
Top 3 Call Centre Insights to Track
AIG – webinar
Why CLOUD can help you achieve your business objectives – webinar
SITA Improves Customer Experience for Air Passengers With Genesys
Sabio Group Acquires Coverage Group in France