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Ellevest’s gender-aware investing experience Podcast

Ellevest’s gender-aware investing experience

Repeat Customer podcast, Season 2, Episode 1 After conquering the male-dominated boardrooms of Wall Street, Sallie…

Your guide to the wonder years of knowledge management Infographic

Your guide to the wonder years of knowledge management

Companies running the gamut from SMBs to enterprise have built robust help centers, enabling customers to…

Customer support executives and the many roles they must play Article

Customer support executives and the many roles they must play

Most careers come with extra responsibilities, beyond what was outlined in the job description, especially in a fast paced field like customer relationship management

What’s your type? 4 types of customer service operations Article

What’s your type? 4 types of customer service operations

“Actions speak louder than words,” right? In our latest Zendesk Benchmark report (released today), we decided…

Uncovering the hidden costs of CRMs Article

Uncovering the hidden costs of CRMs

You’ve done it – you’ve searched through the thousands of sales solutions on the market today…

The Repeat Customer podcast is back! Article

The Repeat Customer podcast is back!

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The integration party never stops Article

The integration party never stops

We’ve got 13 great new integrations to tell you about! That’s right, 13, the luckiest number of all time.

Gartner Peer Insights ‘Voice of the Customer’: IT Service Management Tools Article

Gartner Peer Insights ‘Voice of the Customer’: IT Service Management Tools

Your IT team deserves to work with the most effective tools and platforms when it comes…

Omnichannel analytics: what the metrics can show you Article

Omnichannel analytics: what the metrics can show you

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

7 ways to improve your agent capacity Article

7 ways to improve your agent capacity

If your agents are constantly switching between channels and unable to communicate and collaborate in real…

How to make your workflow flow Article

How to make your workflow flow

As your support teams grow, here are some tips on how to optimize operations at scale

How to collaborate across teams to scale customer support Article

How to collaborate across teams to scale customer support

For enterprise companies with hundreds of employees and dozens of departments, you often need to go outside of your customer service team to answer a question

These consumer contradictions mean AI opportunities in CX Article

These consumer contradictions mean AI opportunities in CX

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.

How to keep that personal touch as your company grows Article

How to keep that personal touch as your company grows

As businesses grow, they often grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?

The path to a better customer service workflow Article

The path to a better customer service workflow

You’ve done the work of building a strong team of great agents. Now, empower them to provide the best customer service they’re capable of.

Integration anticipation Article

Integration anticipation

I’ve written at least 50 headlines for our monthly integrations post, you think you could do better? Let’s just move onto what you’re all here for

The 3 keys to silo-free, scalable self-service Article

The 3 keys to silo-free, scalable self-service

Having a knowledge base is one thing; but how do you manage content as it gets used across your business, in new and different contexts? Scale it smartly with these tips in mind.

Do you need a customer service BPO? Article

Do you need a customer service BPO?

Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO

How to know when it’s time for omnichannel customer service Article

How to know when it’s time for omnichannel customer service

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

Good proactive engagement factors in privacy concerns Article

Good proactive engagement factors in privacy concerns

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