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Editors Pick

  • The false economy of CUSTOMER RETENTIONThe false economy of Customer Retention
    Customer Retention is a tactic widely used by companies across the global but is it just a false economy that creates disloyalty with customers? We explore one example and leave you with some suggestions on how customer retention should be managed.
  • How to improve complaints handling in your call centre
    We've got 19 tips on how to improve complaints handling in your contact centre through the different lenses of Agents, Customers, Internal, Process and Targets providing you with the knowledge to transform your complaints handling processes.
  • Does a call centre location really matter?Does a call centre location really matter?
    Does a call centre location really matter for customers or for businesses? There are a range of factors that need to be considered and as we are starting to see in Australia, some companies are using the call centre location as a point of difference.