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Service
Service
Contact centres
29th Nov 2019
Service teams bemoan CX impact of bad tech
by
Cath Everett
Management
27th Nov 2019
Are customer success teams set for the mainstream?
by
Cath Everett
Contact centres
17th Dec 2019
Does your chatbot speak in its native tongue?
by
Nastasya Savina
Contact centres
21st Nov 2019
How agents can stay relevant during digitalisation
by
Vit Horky
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Report
Sponsored
Turn your contact centre agents into CX heroes
Management
14th Nov 2019
Why few firms are putting the customer in CX
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Contact centres
12th Nov 2019
Firms fear service staff skill shortages for 2020
by
Cath Everett
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1
Channels
19th Dec 2019
When do you turn to tech in the customer journey?
by
Simon Hedaux
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1
Contact centres
5th Nov 2019
Is your firm using emotional connections in CX?
by
Tim Kimber
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Culture
31st Oct 2019
Does your service team have ‘Pass – I – On’?
by
Chris Daffy
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Contact centres
1st Nov 2019
Quitting sex preferable to calling service - study
by
Ryan Lester
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Webinar
Sponsored
Start your contact centre’s digital transformation
Contact centres
25th Oct 2019
Customer support. What’s in a name?
by
Simon Caddick
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Webinar
Sponsored
New research: contact centre benchmarking stats
Sales culture
24th Oct 2019
3 reasons service teams need sales training, too
by
Eric Vermillion
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Contact centres
22nd Oct 2019
Foul-mouthed phonecalls harming agent morale
by
Cath Everett
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2
Whitepaper
Sponsored
Five myths about Workforce Management
Management
18th Oct 2019
How ABANCA created a customer-centric culture
by
Christopher Brooks
Contact centres
26th Nov 2019
Infographic: The CX trends impacting call centres
by
Chris Ward
Contact centres
7th Oct 2019
Frustrated service agents call for chatbot support
by
Cath Everett
Channels
2nd Oct 2019
90% of consumers want service resolution in 24hrs
by
Chris Ward
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2
Contact centres
10th Oct 2019
How to introduce agent self-scoring evaluations
by
Jaime Scott
Whitepaper
Sponsored
Delivering exceptional service – a 2019 guide
Management
20th Aug 2019
Is customer journey management now mainsteam?
by
Chris Ward
Channels
22nd Aug 2019
Why customer channel preferences aren't clear cut
by
G. David Dodd
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1
Channels
13th Aug 2019
Which chatbot works best for your business?
by
Nastasya Savina
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3
Whitepaper
Sponsored
11 reasons why customer service chatbots fail
Management
2nd Aug 2019
Why your customer success team could be fake
by
Neil Davey
Contact centres
11th Jul 2019
ECCCSAs close 12 July: It takes 1 hour to enter
by
CCMA (Call Centre Management Association)
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Contact centres
19th Jul 2019
Why it's time to change our call centre metrics
by
Jeff Gallino
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6
Report
Sponsored
Mid-sized call centres: a digital-first approach
Report
Sponsored
How to optimise your contact centre efficiency
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