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Articles - Susannah Richardson

21 Great Ways to Personalise Your Customer Interactions

8 Ways to Improve Chatbots and Boost Customer Satisfaction

People holding up 5 stars

14 Ideas for Providing a Memorable Customer Experience

Make telesales people More Productive

25 Tips to Make Your Telesales People More Productive

How Can Technology Prevent Understaffing?

The Best Ways to Handle Customer Feedback

16 Mistakes to Avoid With Call Scripting

21 Smart Ways to Improve Webchat

How Do I… Remove Average Handling Time (AHT) as an Agent Target?

14 Ways to Improve Security for Customers

The Future of Voice in the Contact Centre

10 Techniques to Reduce Time Spent on ID and Verification

Which Technologies Give the Best Return on Investment (ROI)?

16 Things Your Contact Centre Might Be Getting Wrong

Can the weather affect the mood of the caller / contact centre?

How Can Technology… Make Life Easier for My Customers?

How Will the Internet of Things Change the Contact Centre?

11 Tips to Create and Maintain Loyal Customers

channel chat

How do I… Get the Best from a Multi-Channel Contact Centre?

15 Common Broken Processes in Contact Centres

10 Ideas for Increasing Your Understanding of the Customer

13 Ways Technology Can Improve Employee Engagement

Why Should Contact Centres Invest in Artificial Intelligence?

man walking on tightrope

19 Tips for Reducing Customer Effort