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Article
11 min read
The ultimate lead qualification checklist in just 5 questions
With a lead qualification checklist, your organization has a tool for staying aligned, organized, and accurate when it comes to evaluating prospects
Article
6 min read
Optimizing agent performance is everyone's job
W. Edwards Deming said it best, “Quality is everyone’s responsibility.” While this statement rings true in…
Article
15 min read
How to create a customer-centric strategy in 2024
Customer centricity is the ability to understand consumers and make business decisions based on their needs. It's putting the customer at the center of everything you do.
Article
7 min read
Beyond vanity metrics: 3 data points to fuel growth
Last year, we set out to answer a notoriously difficult customer service and experience question: “Does…
Article
9 min read
Customer loyalty is great, but what about loyalty to customers?
“Brands need to stop thinking about how customers are loyal to them, but how we are…
Article
5 min read
Learn from the past and prepare for the future with monthly recurring revenue
Learn how monthly recurring revenue is calculated and how SaaS companies can leverage it to create more accurate sales forecasts and better budgets.
Article
15 min read
Customer complaints: Definition, examples, and resolution tips
Customer complaints aren’t ideal, but they can help improve your business. Here’s how to handle them in an impactful way.
Article
7 min read
So you work in customer service: where do you go from here?
Picture it—you sit down at Thanksgiving dinner, and you’re excited to dig into a plate loaded…
Article
9 min read
Total revenue formula (+ 4 metrics every sales rep should know)
Use five key formulas to help you evaluate your company’s finances.
Article
6 min read
Make more sales faster with lead scoring
With the help of lead scoring, reps can more easily prioritize prospects who stand to yield…
Article
6 min read
How 5 top brands use customer feedback to drive agent performance
There is a human behind every contact center interaction, and it’s the human element that makes…
Article
6 min read
Say hello to 2020 with new integrations
We've got a great roundup of new integrations to ring in the new year. Read all about them
Article
6 min read
How to overcome common sales-related customer service challenges
Having separate silos for sales and support can make it harder for both parties to get their jobs done, but the short end of the stick goes to the customer caught between them
Article
10 min read
6 productivity tips for customer support agents
Reducing the time it takes to resolve a customer issue makes everyone happier. Getting there means taking actionable steps for greater support agent efficiency
Article
11 min read
By 2035, analysts expect a primarily digital society
“Digital is changing our entire social contract, the implicit understanding of what our society is based…
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