Measuring Call Centre Performance – 8 Metrics You Should Track
The call centre isn’t just about picking up the phone 24/7, it plays a pivotal role in supporting customers and managing their relationship with businesses.
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Walking In The Customer’s Shoes – Really
We have all heard the phrase “walk in the customer’s shoes”, but what does it mean to really do this? Let me give my thoughts
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Understanding The Peak–end Rule & How It Affects Customer Experience
Did you know that customers are very likely to form biased memories of their experience with your business? It is what your customers remember about
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Is Customer Service Getting Worse? – Shep Hyken
Some people claim that customer service is getting worse. I disagree. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies
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9 Important Do’s and Don’ts of Social Customer Service You Should Know – Amanda Peterson
Since the transition into the digital age, customer service agents have been forced to adjust to new forms of communication and expectations. Part of the
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