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Self-Service – it’s what they want

Self-service used to get a bit of a bad rap. Oh, how the tables do turn....
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August, 2020

The Digital Shift is Here for the Taking

When push came to shove for the digital shift, is when life turned into lockdown. Coronavirus has moved the world online...
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July, 2020
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The Value of a Quick Response

Quick response is a lifeline for contact centres in unusual situations. And boy, have things been unusual lately....
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May, 2020
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Taking the Wins from Tone of Voice

What is TOV? Tone of voice can feel like a slippery term. Guilty as charged: it is rooted in abstract ideas...
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April, 2020
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Having Our Calls to Action Heard

Getting things done is one thing. Getting other people to do things is another challenge entirely....
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February, 2020
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Secrets of Portals: Unlocked

A ‘portal’ might sound like a magical doorway into another realm. But it should not feel like one....
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January, 2020
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Make the Customer the Hero

Problems are always more fun when you think of them as adventures. Sadly, when something stops working, no one says....
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November, 2019
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How do I say?

“Jolly Green Giant” sounds like a good guy to know, doesn’t he? For years he’s been encouraging kids to eat their...
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October, 2019
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Before you buy that expensive upgrade…

Investing in sparkly new tech can feel like waving a magic wand that will solve our business woes....
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September, 2019
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Watch This Space – The Power of Video

It’s no longer a debate, video is an unparalleled medium for communicating messages....
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August, 2019
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Shifting Left: The People Pleaser with Measurable Results

Shifting left is about bringing solutions closer to customers. This also means taking problems further away from skilled agents....
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July, 2019
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Communicate This

Sunshine, water, belly laughs, fresh air, running around, sleep.

Some of life’s single ingredients which solve mountains of problems.

...
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May, 2019
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