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Articles - Jeremy Payne

Jeremy Payne, Group VP Marketing & Alliances

Connect with Jeremy on LinkedIn

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26 Great Techniques for Showing Real Empathy in Customer Service

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8 Ways to Improve Schedule Adherence

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23 Considerations to Make Before Implementing a New Digital Channel

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How to Develop a Digital Service Strategy

10 Ideas for Increasing Your Understanding of the Customer

15 Common Broken Processes in Contact Centres

30 Customer Experience Trends to Watch Out For

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14 Ideas for Providing a Memorable Customer Experience

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What Is Exceptional Customer Service?

12 Top Uses of Artificial Intelligence in the Contact Centre

How Do I… Make Time for Agent Training?

16 Mistakes to Avoid With Call Scripting

How Do I… Manage and Schedule Multi-Skilled Agents?

The Hidden Gems of Outbound Dialling Technology

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15 Contact Centre Homeworking Problems and How to Overcome Them

10 Top Tips to Improve Your Quality Scores

8 Ways to Improve Chatbots and Boost Customer Satisfaction

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How Are Customer Expectations Changing and What Does That Mean for Us?

Online conference slides on the shape of the contact centre industry in 202 and beyond

Recorded Webinar: The Shape of the Contact Centre Industry In 2020 & Beyond

How Will GDPR Affect the Call Centre Industry?

10 Techniques to Reduce Time Spent on ID and Verification

What to Look for When Buying… A WFM Solution

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How Can I Improve the Productivity of Gen Z and Millennial Advisors?

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How Do I… Overcome the Friday Slump?