Service

Contact centres

The benefits of intelligent swarming

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Contact centres

Consumers reveal their contact centre grievances

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Contact centre performance
Management

Retailers ignoring 42% of customer enquiries

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UK retailers ignoring customer enquiries - Businessman Plugging His Ears
Research
Sponsored

Do you rate contact centre customer service?

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Customer emotion

Efficient/empathetic CX key during costs crisis

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Contact centres

Providing better support for contact centre agents

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Management

Is inflation influencing service standards?

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Chart emotion intensity
Artificial intelligence

Showing love for Customer Service Week

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Report
Sponsored

Voice of the contact centre consumer in 2022

Front cover of 2022 Voice of the Contact Centre Customer research by the CCMA
Management

Customer success is having an identity crisis

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Artificial intelligence

How contact centres, AI & CRM are converging

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Customer experience management

5 principles of good customer service

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Contact centre metrics

KPIs or CX: Redefining contact centre success

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Artificial intelligence

Brands are under pressure to differentiate via CX

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Contact centres

Insights from CX expert Shep Hyken

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Contact centres

Tackling service agent burnout

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Report
Sponsored

How to deliver effortless digital-first service

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Report
Sponsored

The changing shape of effortless customer service

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Contact centres

Contact centres are crying out for help

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Channels

The 4 factors driving tech innovation in service

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CRM future
Report
Sponsored

Transform your contact centre

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Report
Sponsored

Want to get more out of your contact centre?

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Ebook
Sponsored

4 evaluation essentials for personalising service

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Management

Sony & Adidas named amongst service list of shame

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Customer experience management

24/7 customer care and the cost-of-living crisis

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Chatbots

Building a cohesive chatbot & live chat solution

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Management

How to build and scale customer success

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Building
Channels

What I learned from reading 10,000 webchats

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Webchats
Contact centres

Solving the capacity planning issue in service

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Management

Would a 4-day week improve customer service?

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Working week
Contact centres

Look to the past to design the future call centre

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Contact centres

Call customer support or clean a toilet?

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