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.

How can brands genuinely deliver a joined-up customer experience?

What are the basic components required to support a seamless joined-up experience?

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.

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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