Articles - CX

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Here is a selection of articles about CX (Customer Experience), including what customer experience is, how it can be measured and improved upon.

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Call abandon concept with red phones hanging
How to Measure Call Abandon Rate
AER Statements written over paper speech bubbles - acknowledgment empathy reassurance
Start Using AER Statements
rapport on chalkboard
What Is Customer Rapport? And 15 Ways to Build It
Hands Holding Yellow and White Speech Bubbles Customer Service Empathy Statements
Empathy Statements for Customer Service With Examples
Best Tips, Phrases and Words to Use for Building Rapport
Best Tips, Phrases and Words to Use for Building Rapport
Thumbs up and graph showing increase - improve service level
10 Clever Ways to Improve Your Service Levels
Silhouette of people holding stars at sunset - improving CX concept
Improve Your CX Strategy – With These Clever Ideas From Bupa’s Contact Centre!
Phone and down arrow - drive down repeat contacts concept
Seeing Double? 10 Ways to Drive Down Repeat Contacts
People on phones in a queue
IVR Messaging: 11 Examples of On-Hold Messages to Keep Customers Engaged
holding up book
Training Cheat Sheet – Effective Questioning
steven bartlett talking at NICE Interactions
Change Your Perspective, Augment Your Agents! – Highlights of NICE Interactions 2024
A photo of a chess strategy
The Top 10 Customer Service Strategies That Stand the Test of Time
Pop art background with hand holding old phone handset and empty speech bubble
How to Bridge Silence on a Call
Event and conferences cx on blurred background
Top CX Events and Conferences of 2024 / 2025
A picture of a benchmarking sign
8 Benchmarks to Improve Your Live Chat Metrics
what does an excellent customer service strategy look like webinar
Recorded Webinar: What Does an Excellent Customer Service Strategy Look Like?
Five ancient pillars with sunset sky background - five pillars of cx
The 5 Pillars of Customer Experience (CX)
Illustration of customer complaints, negative comments with angry face symbols
Customer Complaints? Try This 10-Point Plan
Comic style vs battle workforce management vs workforce optimisation
Workforce Management vs Workforce Optimization – What’s the Difference?
Person laughing and feeling happy while working at a call centre
21 Amazing Habits to Foster in Your Frontline Agents
red old phone and empty speech bubble
Customer Service Greetings – The Good, the Mediocre and the Innovative
Person holding a tablet with message bubbles above it
How to Write Good Customer Support Chat Scripts – With Examples
Training Cheat Sheet – Handling Customer Objections
8 Key Elements of a Customer Experience CX Lifecycle
The Key Elements of a CX Lifecycle and Ways to Improve It
 
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