Agent tips
The best templates for dealing with angry customers via email, phone, and chat
Not sure what to say to calm down an angry customer? Here’s how agents can respond to upset customers and diffuse tension across channels.
Latest stories
Article 16 customer service tips for 2021 and beyond, backed by customer service Champions
Customer service tips for customer service Champions.
Article 11 call center skills for successful call center agents
Need to hire agents to work the phones? Here are some tips for hiring candidates with the right call center skills.
Article How to spot a phishing attack
Phishing emails often appear normal, but it’s easy to identify warning signs if you know where to look
Article The 5 most important customer service techniques
Customers are king and in order to treat them like royalty, your customer service team needs to deliver the best experience every time
Article The 3-step process for better agent training
Customer support leaders need to create an agent training process that's simple, repeatable, and scalable. Here's how
Article How your support team can nurture your community
As a Community Engagement Specialist, Brett Bowser applies years of hands-on customer-service skills to a different, and increasingly essential support experience
Article Don’t be afraid of change
Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources
Article More than just a rep—the modern customer service job
In the era of the customer, the customer service job has evolved beyond its tired clichés and become a full-fledged (and promising) career