The good, the bad and the ugliest call centre experiences
What's the worst customer experience you've ever had speaking to a call centre? The guys at TMAC have had loads - they discuss them here with a fair amount of explicit language whilst identifying opportunities for improvement.
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Key factors of behavioural design and when you should start questioning the morality of it
Building a contact strategy that makes your customers feel like an individual
How to better prepare for major world events that effect contact centres
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