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Service
Service
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
Management
11th Jul 2019
Why are so many CX programmes failing?
by
Chris Daffy
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2
Management
1st Jul 2019
Why customers shouldn't write your service vision
by
Jeff Toister
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1
Contact centres
24th Jun 2019
Can AI aid contact centres with whisper coaching?
by
NewVoiceMedia
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Whitepaper
Sponsored
A guide to sustainable CX in the contact centre
Report
Sponsored
Advance the digital journey
Management
19th Jun 2019
Sponsored
What makes a successful CX leader?
by
Chris Ward
Self-service
3rd Jun 2019
Service directors: Don’t let technology hinder CX
by
Andy Mack
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Contact centres
12th Jun 2019
What do analytics-led contact centres look like?
by
Jeff Berg
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1
Chatbots
7th May 2019
What are the benefits of conversational commerce?
by
PV Kannan
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