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Omnichannel vs Multichannel Customer Service | Head-to-Head

Customers that use more than one channel to shop are shaping up to be the most valuable kind to target. For one, those that use…

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How to Make Outsourced Customer Service Work for Your Small Business

According to recent data, small businesses make up 99.2% of the total UK business population.1 If you want yours to stand out from the crowd,…

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15 Customer Experience Metrics for CX Leaders To Track

Data has become an invaluable resource for CX leaders who want to achieve peak customer service performance. After all, 60% of companies that proactively use…

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someone shopping online

A Guide to eCommerce Customer Service Outsourcing in 2024

Excellent customer service isn’t an option. It should be central to your business strategy. 77% of customers will recommend a company to their friends because…

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Customer Lifetime Value in eCommerce | How You Can Do Better

“Standing out from the crowd” is arguably the most common goal for businesses across any and every industry. But we think it’s safe to say…

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Outbound & Inbound Call Centre Services: Your Go-to Guide

Call centre experiences can make all the difference to the loyalty of your customers.  Research has shown that 60% of consumers have switched brands due…

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Top Call Centre Technology Trends to Expect in 2024

Navigating new technologies is the most clear trend of customer service in 2024 but it’s definitely not the only example. Maintaining a healthy business-customer culture…

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onshore metaphor

Onshore vs Nearshore vs Offshore Customer Service

Companies that outsource customer service enjoy affordable, scalable solutions that can more easily meet consumer needs. Even busy periods are easier to manage with access…

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How to Improve First Call Resolution Fast

Customers are losing confidence in the support they’re getting from businesses. More than 17% of buyers in the UK have reported having a problem with…

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