The Top Stories of 2022 Related Articles The Top Stories of 2023 The Top 10 stories of 2013 The Top Stories of 2021 14 Funny Customer Service Stories That Will Make You Chuckle © zaozaa19 - Shutterstock - 442059196 195 Filed under - Call Centre Management, Peter Massey, Top 10 This year, we’ve published hundreds of articles on our site with the aim of helping you to boost your contact centre performance. Here are the top ten stories, according to page views, that we’ve published in 2022. Enjoy! 1. The Top 10 Assurance Statements in Customer Service When a customer has a problem, their anxiety builds. By using assurance statements, advisors help them move away from such negative emotions. Here are the top ten assurance statements to enhance customer service. Views: 6,375 The Top 10 Assurance Statements in Customer Service 2. The 26 Principles of Good Customer Service Our panel of experts share the principles of good customer service. Views: 3,296 The 26 Principles of Good Customer Service 3. The Five Cs of Customer Service If you are looking for contented customers, then there are five key areas that you need to address. Read on for the Five Cs of quality customer service. The best and easiest ways to gain a considerable advantage over your competitors. Views: 3,160 The Five Cs of Customer Service 4. 10 Customer Service Behaviours Every Contact Centre Agent Should Have We have compiled ten customer service behaviours every contact centre agent should have – particularly in these trying times. Views: 2,061 10 Customer Service Behaviours Every Contact Centre Agent Should Have 5. The Customer Hierarchy of Needs Is there a Maslow hierarchy of needs in customer service? You’re probably aware of Maslow’s hierarchy of basic human needs: shelter, food, warmth…..wifi. Editor Jonty posed the question: is there an equivalent hierarchy for customer needs? Views: 1,700 The Customer Hierarchy of Needs 6. 12 Ideas to Keep Agents Engaged During Meetings and Training Sessions Read on for twelve easy ideas to keep your agents happy, engaged and productive during their meetings. Views: 1,641 12 Ideas to Keep Agents Engaged During Meetings and Training Sessions 7. 20 Smart Ideas to Improve Your Voice of the Customer Programme Our panel of experts discuss the importance of listening to the Voice of the Customer (VoC) and provide insightful suggestions on how contact centres can improve their programme. Views: 1,216 20 Smart Ideas to Improve Your Voice of the Customer Programme 8. How to Overhaul Your Employee Engagement (EX) Strategy You aren’t alone if you’re struggling with employee engagement. In this article we explore how to drive employee engagement. Views: 1,086 How to Overhaul Your Employee Engagement (EX) Strategy 9. Talking Point: How to Overcome Resistance to New Ideas Customer service needs to change, but all too often it gets bogged down with people resisting new ideas. In this talking point, Peter Massey argues that the key to change is hearing other people’s points of view. Views: 824 Talking Point: How to Overcome Resistance to New Ideas 10. 7 Key Ideas for Winning Customer Loyalty Read on for the seven best ways to create and preserve a longstanding customer base. Views: 662 7 Key Ideas for Winning Customer Loyalty We hope that you found each of these stories, and all of the others published throughout the year, informative, and that you were able to implement some of these ideas in your contact centre. But stay tuned, as we look to create even more great articles in 2023. And remember to subscribe to our newsletter if you don’t want to miss out! Viewing stats and social shares are accurate as of 16th December 2022. Author: Rachael Trickey Published On: 21st Dec 2022 - Last modified: 27th Nov 2023 Read more about - Call Centre Management, Peter Massey, Top 10 Recommended Articles The Top Stories of 2023 The Top 10 stories of 2013 The Top Stories of 2021 14 Funny Customer Service Stories That Will Make You Chuckle Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter