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Articles - Customer Service

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A Quick Guide to CX Audits

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Stop Doing These Stupid Things to Your Customers

The Top 10 Onboarding Metrics – Are You Using Them?

The Superhuman Touch – How to Blend Agents and AI for Maximum Impact

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The 5-Star Customer Service Skills Your Team Really Need

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Mastering IVR – What to Do and Avoid

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Live Chat Quality – 7 Training Exercises to Improve It

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The Evolution of the Contact Centre

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The AI Revolution – How Contact Centres Are Adapting

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Build a Customer Support Strategy That Shines

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Wise and Shine: AI’s Bright Future in Customer Experience

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Create the Perfect Contact Centre by 2030

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Capture Customer Needs – Just Like This!

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Out of Hours Service – Who’s Doing It Best?

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Alternatives to Saying “Don’t Worry” to Customers

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Complementary Words for Customer Service

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How to Write a Standard Operating Procedure (SOP)

Customer Profitability Analysis

A Beginner’s Guide to… Customer Profitability Analysis

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What Should a Customer Value Proposition Look Like?

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Supercharge Your Customer Service – From Average to Excellent

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The 7 Cs of Effective Communication

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The Top 10 Customer Service Questions

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10 Clever Ways to Improve Your Service Levels

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The 5 Pillars of Customer Experience (CX)