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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.

Five ways to increase customer loyalty using market intelligence

Good market intelligence ultimately leads to happy and loyal customers.

How to deliver a perfect personalised service experience: The experts’ advice

Expert tips for delivering a personalised customer experience.

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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