Customer support management
The secret sauce to any great customer service and support organization is the team that makes it all possible. Check out our lessons, tips, and philosophies to help you engage and equip your agents so they can have better customer conversations.
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The contact center and customer service
Gain an understanding of contact center services and how a contact center boosts customer satisfaction.
Article Understanding call center burnout
Call center employees face unique challenges that can often lead to burnout. Understanding why can help fix bigger problems down the road.
Article How to anticipate your customer needs and solve them
What are customer needs, and how can your business solve for and anticipate them?
Article How to start a virtual call center that provides excellent customer service
Learn the best way to set up and manage a remote customer service team.
Article What is a customer success manager?
Does your company have a customer success manager? If not, you’re missing out. Here's how this role can help your organization.
Article What is call listening?
Call listening can help improve your customer service team's performance. Here's what you need to know.
Article The definitive guide to contact center as a service (+ the 5 best CCaaS providers in 2020)
It's time to drop your dated call center technology. Learn how a CCaaS solution helps you connect with customers across all channels.
Article What is an enterprise help desk, and how does it benefit your team?
Here are the tools you need to meet your customers’ expectations, at scale.
Article How to build and scale your customer onboarding process
Getting customer onboarding right is critical to long-term retention. Here's how to build your business’s onboarding strategy.
Article Proven ways to deal with high call volume
High call volume can overwhelm agents and harm the customer experience. But support managers have a host of ways they can manage and deflect inbound calls.
Article 30 customer success interview questions you should ask every candidate
To build the team of your dreams, ask these customer success interview questions.
Article How to successfully onboard a remote customer support team
Effective onboarding is essential to modern business success, but it's not always easy—especially if you're trying to onboard a remote customer support team.
Article How a ticketing tool helps SMBs scale with growth
For up-and-coming companies, seeing the business grow can be immensely fulfilling. Yet it can also be…
Article 18 customer service videos to improve your customer service skills
Explore a list of the most current customer service videos including TED Talks, training tips, tutorials, and CX thought leadership.
Article 7 tips for excellent customer service
An excellent customer experience can change the way you think about a company, and it can create real loyalty.
Article How to measure customer satisfaction: advice from industry leaders
Measuring customer satisfaction is critical to growing your business, but don’t take our word for it. Here's how industry experts use customer satisfaction metrics.
Article Customer orientation guide: definition, examples & 5 steps to become customer-oriented
If you want customers to be loyal to you, you have to start putting them first.
Article Scaling your support team: 7 common questions, answered
Many small and midsize businesses (SMBs) rely on a patchwork system of multiple tools just to…
Article Work smarter: Live chat best practices
As with any communication channel, there’s a right way and a less effective way to offer…
Article Customer service definition and skills for 2021 and beyond
Deconstructing customer service: what it is, why it matters, who is responsible for it, and how you can use it to build relationships