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Articles - Richard McCrossan

Richard McCrossan is a Digital Transformation CX, Commercial Strategy & Ops Leader

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A trail of lit up dust

18 Ways to Improve the Effectiveness of Your Digital Customer Service

14 Ideas for Providing a Memorable Customer Experience

What Customer Experience Teams Can Learn From the World Cup

Is Customer Service to Blame for the Demise of Industries?

Can Poor Customer Service Cause The Demise Of An Entire Industry?

What’s Next With… Contact Centre Metrics?

Will Robots Replace Humans in the Contact Centre?

Recorded Webinar: 7 Ways to Drive Down Repeat Contacts

mobile worker

Bringing the Field and Mobile Worker into the Contact Centre

How Do I… Create a ‘Channel of Choice’ Experience?

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Top 20 Examples of Rapport Building Statements

Recorded Webinar: Best Practices for Using Web Chat

Trade Secrets: Simple Ways to Improve Call Scripting

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What to Look for When Buying an Agent Desktop

Are You Making These 25 Webchat Mistakes?

How Do I… Achieve Consistency Across Different Channels?

The Future of Voice in the Contact Centre

21 Great Ways to Personalise Your Customer Interactions

The word IVR in speech bubbles

43 Things You Should NOT Do With Your IVR Messages

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Trade Secrets: Getting the Best out of Your Agent Desktop

complaint whistle

What is the Best Way to Handle a Complaint Through Social Media?

14 Steps to Web Chat Success

Recorded Webinar: The Best Ways to Handle Web Chat in your Contact Centre

How do I… Get a single view of the customer?