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Lara Doyle

Top 50 Companies for Customer Service 2014

Lara Doyle, 24th October 2014

The Top 50 Companies for Customer Service were announced last night to an enthusiastic and passionate industry.

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Lara Doyle

The Agent: Zen and the art of keeping customers happy

Lara Doyle, 20th October 2014

Your agent is your customer service guru – and faces the challenge of keeping customers happy while meeting organisational objectives

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Lara Doyle

“Marketing and Customer Service Departments are beginning to reach out to each other”

Lara Doyle, 17th October 2014

We spoke to Luke Brynely-Jones of Our Social Times at Customer Contact Expo about trends and challenges when dealing with social for customer service.

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Adam Bannister

e-Commerce: Put customers ahead of technology to get ahead of the game

Adam Bannister, 17th October 2014

A panel hosted by a leading customer futurologist urged companies to put “the human touch” into e-commerce.

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Lara Doyle

A 5 minute interview with James Leech, Service Lead, Argos Customer Services

Lara Doyle, 13th October 2014

“Mobile technology produces a dilemma for companies in terms of the service provision they have in place for mobiles.”

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Matt Dyer

How to navigate the many strategic and operational challenges of running a multi-channel contact centre

Matt Dyer, 29th September 2014

Whether you’re managing a busy contact centre, responsible for your organisation’s ecommerce operations or focused on driving digital engagement, we’re all faced with the challenges of working in an intense, change-driven environment.

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Adrian Duncan

Creating a culture of appreciation in the contact centre

Adrian Duncan, 24th September 2014

With an average of 25% of employees leaving their call centre job within 6 months, how can you expect to deliver a great customer experience without first addressing the motivational needs of your frontline employees?

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alansmithh on 4 steps to a 'mobile-ready' contact centre
Too often, communication between contact centre and software teams just doesn’t exist. Not only do ...
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