Service

Report
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Workforce optimisation product and market report

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Contact centres

There’s a new look for service centres in 2021

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Internet of things

How to turn IoT into an invaluable service tool

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Channels

How can brands transform the service experience?

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Transformation
Customer emotion

Why empathy is more important than ever

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Contact centres

Business continuity and customer service

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Moving your enterprise to the cloud

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Report
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The outbound engagement playbook

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Deliver better customer experience with IVA

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Drive higher value customer interactions

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Analytics

AI-powered voice analytics will power call centres

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Management

5 tips for inclusive communication in service

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inclusion
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Next-generation strategies for customer service

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Channels

Have bots & video reached a service tipping point?

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Customer success

Customer success will be powered by GigCX in 2021

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Channels

How the dash to digital has harmed CX

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Contact centres

How to deliver great phone service with AI agents

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Research
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How have CX programmes adapted to COVID-19?

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Management

The Feeling Economy’s impact on the service sector

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Heart money
Contact centres

The dangers of being dazzled by dashboards

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Dazzling
Channels

Here's when AI can cause more CX harm than good

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Channels

OnDemand webinar: How to solve digital CX dilemmas

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Artificial intelligence

Digitisation & agility take centre stage in 2021

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Channels

Where will 2021's bigger service budgets be spent?

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Fist money
Management

The role of complaint management in CX improvement

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Call handling
Management

Why great CX is more than just great service

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Customer service
Contact centres

UK National Contact Centre Awards nominations open

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Channels

4 service positives to take away from 2020

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Management

5 lessons from the king of service: Tony Hsieh

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King and crown
Management

S2 Ep10: Why CX leaders shouldn’t start out in CX

CX Leader of the Year
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Improve customer experience in the contact centre

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Channels

What to do if your digital transformation fails

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