The Top Stories of 2022


top stories 2022

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This year, we’ve published hundreds of articles on our site with the aim of helping you to boost your contact centre performance. 

Here are the top ten stories, according to page views, that we’ve published in 2022. Enjoy!

1. The Top 10 Assurance Statements in Customer Service

Top Assurance Statements in Customer Service

When a customer has a problem, their anxiety builds. By using assurance statements, advisors help them move away from such negative emotions.

Here are the top ten assurance statements to enhance customer service.

Views: 6,375

The Top 10 Assurance Statements in Customer Service

2. The 26 Principles of Good Customer Service

Compass of principles

Our panel of experts share the principles of good customer service.

Views: 3,296

The 26 Principles of Good Customer Service

3. The Five Cs of Customer Service

Customer experience concept. Five stars and color figures.

If you are looking for contented customers, then there are five key areas that you need to address.

Read on for the Five Cs of quality customer service. The best and easiest ways to gain a considerable advantage over your competitors.

Views: 3,160

The Five Cs of Customer Service

4. 10 Customer Service Behaviours Every Contact Centre Agent Should Have

10 Customer Service Behaviours for Contact Centre Agents

We have compiled ten customer service behaviours every contact centre agent should have – particularly in these trying times.

Views: 2,061

10 Customer Service Behaviours Every Contact Centre Agent Should Have

5. The Customer Hierarchy of Needs

Conceptual 6 layers hierarchy of customer needs pyramid

Is there a Maslow hierarchy of needs in customer service?  You’re probably aware of Maslow’s hierarchy of basic human needs: shelter, food, warmth…..wifi.

Editor Jonty posed the question: is there an equivalent hierarchy for customer needs?

Views: 1,700

The Customer Hierarchy of Needs

6. 12 Ideas to Keep Agents Engaged During Meetings and Training Sessions

Keep agents attention during team meetings and training sessions

Read on for twelve easy ideas to keep your agents happy, engaged and productive during their meetings.

Views: 1,641

12 Ideas to Keep Agents Engaged During Meetings and Training Sessions

7. 20 Smart Ideas to Improve Your Voice of the Customer Programme

Improve Your Voice of Customer Programme

Our panel of experts discuss the importance of listening to the Voice of the Customer (VoC) and provide insightful suggestions on how contact centres can improve their programme.

Views: 1,216

20 Smart Ideas to Improve Your Voice of the Customer Programme

8. How to Overhaul Your Employee Engagement (EX) Strategy

Strategy concept for employee engagement with chess piece

You aren’t alone if you’re struggling with employee engagement.  In this article we explore how to drive employee engagement.

Views: 1,086

How to Overhaul Your Employee Engagement (EX) Strategy

9. Talking Point: How to Overcome Resistance to New Ideas

Paper boat overcomes the barrier of resistance to change

Customer service needs to change, but all too often it gets bogged down with people resisting new ideas. In this talking point, Peter Massey argues that the key to change is hearing other people’s points of view.

Views: 824

Talking Point: How to Overcome Resistance to New Ideas

10. 7 Key Ideas for Winning Customer Loyalty

Sticks with customer loyalty program on an office table.

Read on for the seven best ways to create and preserve a longstanding customer base.

Views: 662

7 Key Ideas for Winning Customer Loyalty

We hope that you found each of these stories, and all of the others published throughout the year, informative, and that you were able to implement some of these ideas in your contact centre.

But stay tuned, as we look to create even more great articles in 2023. And remember to subscribe to our newsletter if you don’t want to miss out!

Viewing stats and social shares are accurate as of 16th December 2022.

Published On: 21st Dec 2022
Read more about - Call Centre Management,


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