Customer service reps are less engaged in their work when they use call center scripts that don’t have the flexibility they need to interact with customers

We identify three customer service goals that companies can measure and the metrics they need to do so

In the era of the customer, the customer service job has evolved beyond its tired clichés and become a full-fledged (and promising) career

An omnichannel approach to customer support requires a dedicated strategy, one that will need to be measured for effectiveness

If your agents are constantly switching between channels and unable to communicate and collaborate in real time, there are serious consequences—think low CSAT, low ASAT, and a general lack of support efficiency.

Your customers still aren’t entirely comfortable with AI, nor do they understand how it’s already affecting them. Here’s how to help them — and your agents.

If you’re wondering whether you’re in need of an omnichannel customer service solution, here are some tips on what you should look out for

Many consumers love proactive engagement, when it’s done well. But honing it involves our data — which some of us would rather keep private.

Proactive engagement is anticipating the context of common support issues and being a step ahead, so you can guide customers towards the experience they deserve

Businesses are more likely to build a real connection with proactive messaging that's personalized and strategically implemented

Feedback in business is crucial to growing and improving. It’s beneficial to take a closer look at what’s working and what isn’t. But where do you start?

As customers trend towards becoming more self-sufficient, they’re becoming more accustomed to interacting with AI-powered tools for the support they need.

Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing tickets to all available agents, whether or not they are qualified to answer them

Zola combines compassionate customer service with modern tools and technology

Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources

A comprehensive knowledge base is an essential piece of a 21st-century support operation. But implementing it is just the first step—maintenance comes next.

By embracing omnichannel support, Freshly empowers its customers to contact them in the way that’s most convenient

A customer’s time is precious, and so is yours. Average handle time (AHT) can help companies gauge the strength of their call center and phone support. It's a helpful KPI for both individual agents and the overall company.

With GAAP revenue growth of a staggering 2,000+ percent over the last three years, in 2017 Fullscript moved from a combination of siloed support tools to adopt an all-in-one solution

Given the importance of great self-service support, which course should companies take to build out theirs? We turned to the Zendesk Benchmark for answers.

Not sure what to make of your customer service efforts? There are multiple types of customer analytics that can help customer service teams stay proactive, but for proper preparations and clarity, they'll need descriptive analytics.

Live chat is one of the fastest and most personal ways to engage with customer service from afar. But that alone won’t define your customers’ experience - consider how they navigate the site, how they engage with support, and where they are on the customer journey.

Everyone uses different metrics to define their goals. So how should you even begin choosing your customer support KPIs?

Customer analytics can tell you what you want to know about your customers, leading to sharper predictions about the future and actionable roadmaps for achieving your desired results