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Managing Your Call Centre Retention and Recruitment

You know that recruitment and retention are vital to keeping your call centre running smoothly. You also probably know that retention is also one of…

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Customer service cost reduction: Which is better, fixed or variable costs?

Customer service is the public face of your business, representing a key touchpoint between customers and your brand. It’s also one of the main drivers…

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6 Steps to Deal with a Customer Service Crisis

Customer service matters every day of the week, but rarely are the stakes so high than during a crisis. During a customer service crisis, you…

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A Guide to eCommerce Support: 7 Best Practices

It’s often said that a company is only as strong as its people. Though many things have changed in eCommerce, from how products are delivered…

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How to prepare your business for the eCommerce peak season

The eCommerce peak season can be a make-or-break time of year. To get ready, businesses will start scaling up their supply chain and distribution and…

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5 Steps to Improve Your Customer Service ROI

Customer experience isn’t just a nice-to-have. Today, it’s the go-to strategy for gaining customer loyalty, generating additional revenue and growing market share. As technology advances,…

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Call Centre Pricing: In House vs Outsourcing

Today, customers have access to multiple channels, including telephone, social media, and live chats they can use to contact businesses. This has resulted in an…

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How to Reduce Customer Service Costs

With businesses under constant pressure to save costs, customer services teams will always have to work to a budget. This can feel impossible with large…

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10 Ways to Improve Your Customer Service Team

There was once a time when customer service was largely limited to one-on-one phone calls. However, 65%1 of people now have higher customer service expectations….

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