Best practices
Strategies, how-tos, and ideas to inspire you.
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Article
11 min read
Skills-based routing: Definition, process, and best practices
Use skills-based routing to streamline ticket handling and ensure customers speak to the agent best equipped to resolve their problems.
Article
11 min read
What is average handle time (AHT) and how do you calculate it?
Average handle time (AHT) is a customer service metric that measures the average length of a customer's call. Use it to improve operational efficiency.
Article
9 min read
Customer service objectives: 7 objectives you can copy
Customer service objectives align agents with department goals to provide the best service. Create effective objectives with advice from industry leaders.
Article
9 min read
21 customer service KPIs every support team needs to track
Customer service KPIs can provide insight into the effectiveness of your customer support. Discover the 21 most important metrics to track below.
Article
3 min read
How to get hold music for your business
The right phone hold music keeps customers entertained while they wait for an agent. Learn how to get hold music for your business in our guide.
Article
8 min read
Support tiers: The 5 levels + how to set them up
An effective support tier structure is critical to optimize customer experience and employee retention. Learn about the five levels and how to implement them.
Article
7 min read
First reply time: 9 tips to deliver faster customer service
First reply time refers to how quickly an organization can respond to a customer. Learn how to measure, track, and improve this crucial metric in our guide.
Article
8 min read
What is first contact resolution (FCR)? Benefits + best practices
When used judiciously, first contact resolution can help increase agent efficiency and improve your customer experience.
Article
8 min read
Ticket deflection: Enhance your self-service with AI
Boost customer satisfaction and enable your customer support agents to accomplish more with an effective ticket deflection strategy.
Article
11 min read
Ticket escalation: What it is + 8 ways to manage it
Proper ticket escalation is key to solving customer issues promptly. Learn how it works and why a dedicated escalation process is important for your business.
Article
3 min read
Multilingual customer support: What it is + 5 tips to execute
Providing multilingual support is key to casting a wide net in the marketplace and establishing a diverse, loyal customer base.
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