Service

Contact centres

29th Nov 2019

Service teams bemoan CX impact of bad tech

by

Overloaded CX technology

Management

27th Nov 2019

Are customer success teams set for the mainstream?

by

Marketing CX fist

Contact centres

17th Dec 2019

Does your chatbot speak in its native tongue?

by

Nastasya Savina

Chatbot

Contact centres

21st Nov 2019

How agents can stay relevant during digitalisation

by

Management

14th Nov 2019

Why few firms are putting the customer in CX

Contact centres

12th Nov 2019

Firms fear service staff skill shortages for 2020

by

Customer service skills

Channels

19th Dec 2019

When do you turn to tech in the customer journey?

by

Algorithim economy

Contact centres

5th Nov 2019

Is your firm using emotional connections in CX?

by

Culture

31st Oct 2019

Does your service team have ‘Pass – I – On’?

by

Contact centres

1st Nov 2019

Quitting sex preferable to calling service - study

by

Contact centres

25th Oct 2019

Customer support. What’s in a name?

by

Sales culture

24th Oct 2019

3 reasons service teams need sales training, too

by

Eric Vermillion

Contact centres

22nd Oct 2019

Foul-mouthed phonecalls harming agent morale

by

Management

18th Oct 2019

How ABANCA created a customer-centric culture

by

Christopher Brooks

Bank

Contact centres

26th Nov 2019

Infographic: The CX trends impacting call centres

by

Crystal ball

Contact centres

7th Oct 2019

Frustrated service agents call for chatbot support

by

Robot

Channels

2nd Oct 2019

90% of consumers want service resolution in 24hrs

by

Watch

Contact centres

10th Oct 2019

How to introduce agent self-scoring evaluations

by

Agent self-scoring

Management

20th Aug 2019

Is customer journey management now mainsteam?

by

Success

Channels

22nd Aug 2019

Why customer channel preferences aren't clear cut

by

Communication

Channels

13th Aug 2019

Which chatbot works best for your business?

by

Nastasya Savina

Robots

Management

2nd Aug 2019

Why your customer success team could be fake

by

Fake customer success

Contact centres

11th Jul 2019

ECCCSAs close 12 July: It takes 1 hour to enter

by

CCMA (Call Centre Management Association)

Contact centres

19th Jul 2019

Why it's time to change our call centre metrics

by

Contact centre agent

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