We reveal seven useful tactics for better dealing with difficult customers in th ..
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Define a policy to manage abusive customers, identify abusive behaviour, disting ..
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We take a look at how you can provide the best possible service to vulnerable cu ..
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We have put together nine common types of challenging customer, and share advice ..
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We share great ideas for building report with angry customers, starting with a v ..
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We asked our panel of experts for their best advice on how to handle frustrated ..
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AI-driven workforce management is transforming forecasting, planning, and schedu ..
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We asked our consultants panel for their best ideas on how to make customers fee ..
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We share examples of IVR messages that will engage customers as they wait on hol ..
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Question: “I run a mid sized contact centre. We try to recruit people with h ..
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Lídia Dias at Talkdesk explains that for most businesses, metrics are an import ..
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I just wanted to ask peoples opinion on how many times a client should be called ..
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Improving your business’s bottom line is great – but improving it alongside ..
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Our panel of experts discuss how contact centres can better cope with the pressu ..
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Our panel of experts share their top tips for talking to customers via SMS and m ..
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The Contact Centre Podcast: Episode Ten In this episode, Natalie Calvert of CX H ..
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In this article, our consultants’ panel share practical suggestions on how con ..
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Larry Ekiert of Enghouse Interactive discusses how to empower customers with imp ..
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Heather Foley looks at how you can give upward feedback without losing your job. ..
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We explain three ways that high-value customers can jump the queue. Why provide ..
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Our experts share their thoughts on creating an effortless customer experience. ..
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Liz Doig of Wordtree sets out how to keep your teams in touch with what customer ..
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The Contact Centre Podcast: Episode Six In this episode, Dr Nicola Millard of BT ..
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In this article, Matt Litherland gives us his own specialist insights into how ..
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Our panel of experts share their ideas on customer experience management and the ..
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The Contact Centre Podcast: Episode Five In this episode, Martin Hill-Wilson of ..
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What Should We Call Our Front Line Staff I was at a great seminar yesterday run ..
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MaxContact has today revealed the challenges faced by vulnerable customers seeki ..
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This article focuses on focus on listening to customers and staff. It is the fif ..
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This article focuses on how to retaining staff and keeping them happy. It is the ..
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Sytel has announced the launch of SCC Client on Salesforce AppExchange, giving u ..
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Following-on from his previous blog, Larry Ekiert of Enghouse Interactive shares ..
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The customer journey is easily one of the most important, yet most misunderstood ..
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In this episode, Sandra Thompson, the founder of the management consultancy Exce ..
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Kristyn Emenecker at Playvox explains that it’s half time of 2022 and outl ..
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In this article written by Dave Salisbury we explore the simple but important qu ..
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Frank Sherlock of CallMiner gives advice on what your call centre needs to prior ..
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Diana D’Angelo of Diabolocom introduces us to Smart IVRs and why they may ..
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Orla Clancy of Spearline discusses the real cost of poor quality calls to a busi ..
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Chris O’Brien at Cyara looks at why customers claim to love self-service, ..
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Helen Billingham shares ways of delivering the right service to demanding custom ..
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Antonio Gonzalez at Talkdesk explains how financial services institutions must e ..
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New research from NewVoiceMedia reveals that three-quarters of consumers prefer ..
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Once upon a time, in the long ago past when product was king, the marketeers rul ..
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Sparkhound has continued the expansion of its 8×8 Contact Center deployment ..
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