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In this article, James Dodkins, CX Evangelist at Pegasystems, explains the emerg ..
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We asked our consultants panel for their best advice on how to firmly (but polit ..
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When an agent understands the customer on the other end of the phone (or any oth ..
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This article outlines some practical ideas for dealing with anxious customers. ..
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Learn the meaning of EOS (End of Service) in contact centres, its importance for ..
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Learn about shift inflex, its role in contact centre staffing, and how to work i ..
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Lídia Dias at Talkdesk explains that for most businesses, metrics are an import ..
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We asked our consultants panel for their best ideas on how to make customers fee ..
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We asked our panel of experts for their best advice on how to handle frustrated ..
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We take a look at the meaning of ACR in outbound call centres and banking collec ..
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I just wanted to ask peoples opinion on how many times a client should be called ..
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In the first part of our Contact Centre Manifesto series, we explain how a deepe ..
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Celia Cerdeira at Talkdesk looks at how customer expectations for flawless servi ..
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Liz Doig of Wordtree sets out how to keep your teams in touch with what customer ..
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Sytel has announced the launch of SCC Client on Salesforce AppExchange, giving u ..
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Question: “I run a mid sized contact centre. We try to recruit people with h ..
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Our panel of experts share their ideas on customer experience management and the ..
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Our panel of experts share their top tips for talking to customers via SMS and m ..
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Our panel of experts discuss how contact centres can better cope with the pressu ..
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Wouldn’t it be great if you could win back lost customers? If every person ..
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The Contact Centre Podcast: Episode Five In this episode, Martin Hill-Wilson of ..
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We explain three ways that high-value customers can jump the queue. Why provide ..
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In this article, our consultants’ panel share practical suggestions on how con ..
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MaxContact has today revealed the challenges faced by vulnerable customers seeki ..
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In this article, Matt Litherland gives us his own specialist insights into how ..
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The Contact Centre Podcast: Episode Six In this episode, Dr Nicola Millard of BT ..
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Catherine Forino at NICE outlines 6 ways to meet customers proactively on their ..
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Following-on from his previous blog, Larry Ekiert of Enghouse Interactive shares ..
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In this article written by Dave Salisbury we explore the simple but important qu ..
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Gerry Brown explains what customer satisfaction really is and how you can achiev ..
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Once upon a time, in the long ago past when product was king, the marketeers rul ..
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This article focuses on how to retaining staff and keeping them happy. It is the ..
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Diana D’Angelo of Diabolocom introduces us to Smart IVRs and why they may ..
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This article focuses on focus on listening to customers and staff. It is the fif ..
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Antonio Gonzalez at Talkdesk explains how financial services institutions must e ..
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