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Service
Management
8th Oct 2021
How to improve service for purple pound customers
by
Chris Ward
Channels
14th Oct 2021
ON-DEMAND: Why digital-first = customer-first
by
Neil Davey
Channels
5th Oct 2021
S3 Ep1: Gig economy, future of customer service?
Management
18th Oct 2021
Why customer success is a foundational function
by
Sue Nabeth Moore
Report
Sponsored
Voice of the contact centre consumer
Channels
28th Sep 2021
Fix digital-first service woe with one simple task
by
Peter Massey
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2
Customer experience management
28th Sep 2021
Celebrate CX Day with an exclusive Ron Kaufman Q&A
by
Neil Davey
Blog image, notepad with pen
Contact centres
23rd Nov 2021
Customer service has entered the voicebot era
by
James Matthews
Contact centres
24th Sep 2021
Transforming the telco customer experience
by
Andrew Walker Accenture
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Contact centres
17th Sep 2021
Research provides hope for contact centre leaders
by
CCMA (Call Centre Management Association)
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Management
9th Sep 2021
The new job roles helping customer service evolve
by
Chris Ward
Management
3rd Sep 2021
Can you deliver customer empathy without EX?
by
Chris Ward
Chatbots
16th Sep 2021
Will conversational AI resolve chatbot fails
by
Nikolas Kairinos
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Contact centres
20th Aug 2021
3 trends driving customers away from call centres
by
Megan Neale
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Contact centres
12th Aug 2021
Are your customers awful?
by
Neil Davey
Management
9th Aug 2021
What is a culture book and how do you create one?
by
Chris Ward
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3
Contact centres
6th Aug 2021
Sponsored
4 tips to ensure your AI innovation is a success
by
Kevin McGachy
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1
Complaints
3rd Aug 2021
CX job vacancy of the week: Barratt
by
Chris Ward
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Customer experience management
29th Jul 2021
COVID's long-term effect on customer relations
by
Nicholas Watkis
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Management
29th Jul 2021
McDonald's new CX team and the need to restructure
by
Chris Ward
Management
2nd Aug 2021
6 trends that show where CSAT is being won & lost
by
Rachel Williams
Contact centres
23rd Jul 2021
Is Zoom’s acquisition of Five9 a game-changer?
by
Neil Davey
Report
Sponsored
Leading contact centre teams through change
Channels
8th Jul 2021
Fewer excuses and more empathy, demand customers
by
Chris Ward
Management
7th Oct 2021
CX leaders' response to supply chain disruption
by
Neil Davey
Management
6th Jul 2021
Review: Get your stuff and get out! by Bryan Horn
by
Aileen Machado
Employee engagement
1st Jul 2021
Hybrid working could be the worst business move
by
Natalie Calvert
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B2B
11th Jun 2021
B2B Customer Experience finding its place
by
Smoke CI
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Contact centres
15th Jun 2021
How inbound contact centres can measure success
by
Smoke CI
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Customer reviews
8th Jun 2021
How to effectively use SMS as a survey channel
by
Smoke CI
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Management
21st Jun 2021
How much autonomy should service staff have?
by
Chris Ward
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3
Management
15th Jun 2021
How to convince leaders to ditch NPS in service
by
Deborah Alvord
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6
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