Top features

Could interactive video shape the future of customer engagement?

New technology is changing how we interact with online video, and brands sense an opportunity.
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How can brands genuinely deliver a joined-up customer experience?

What are the basic components required to support a seamless joined-up experience?
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Average call handling time: Does it really deserve its bad reputation?

As the rise of other customer channels takes pace, it is likely that AHT will need to increase.
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Editor's note

In his renowned 1936 book 'How to Win Friends and Influence People', Dale Carnegie emphasised the value of remembering someone’s name, and noticing the details of others.

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