Best practices
Strategies, how-tos, and ideas to inspire you.
Latest stories
Article
5 min read
What is call center workforce management?
In a call center, workforce management is a set of processes used to optimize productivity and reduce risk. Learn why this is so important in our guide.
Article
19 min read
5 powerful sales strategies, examples, and best practices
Here’s a five-step approach to creating a sales strategy that attracts, converts, and retains customers.
Article
18 min read
What is a chatbot?
Chatbots are software applications that can simulate human-like conversation and boost the effectiveness of your customer service strategy.
Article
12 min read
Customer service reports: A complete guide + 6 metrics to track
Customer service reports can help your organization deliver an outstanding customer experience time after time. Discover key metrics and how to implement them.
Article
10 min read
What is interactive voice response (IVR)? A complete guide
IVR technology can be a game changer for call centers. Discover what an IVR system is and how it improves phone support.
Article
8 min read
What is a contact center? Definition, types, and use cases
Establish a flexible, dynamic contact center to drive customer loyalty and improve agent efficiency.
Article
13 min read
What is a customer success manager, and what do they do?
Learn the key responsibilities of the customer success manager role.
Article
19 min read
Customer onboarding guide: 11 templates + best practices
Customer onboarding teaches new customers the value of your product or service. Use our customer onboarding templates to set customers up for success.
Article
9 min read
13 strategies for scaling customer support teams successfully
One challenge of growing a business is ensuring your customer service stays consistent. Learn how to scale your customer support without sacrificing quality.
Article
9 min read
What is a help desk? Definition, benefits, and functions
A help desk is an often-overlooked cornerstone of a great customer service experience, internal or external. Here's how it can benefit your business
Article
16 min read
What is knowledge management? A guide for 2024
Knowledge management is critical for collecting and distributing information efficiently. Create your knowledge management process using these strategies.
Article
8 min read
Customer retention rate + formula: A guide for 2024
The customer retention rate tallies the number of customers a company retains over time. Learn more about customer retention and how to calculate it.
Article
12 min read
Top 10 change management models: A comparison guide
Adapting to change can be easy. Learn about the top 10 change management models and methodologies to help your team successfully navigate organizational shifts.
Article
12 min read
15 call center resume examples, tips, and templates
Create a winning call center resume and stand out from the crowd with these tips, tricks, and examples.
Article
20 min read
Loyalty programs: How they work, tips, and examples
Loyalty programs can encourage customers to continue purchasing from your brand. Learn why that’s important and explore examples you can emulate.
Subscribe to the blog
The best source of information for customer service, sales tips, guides, and industry best practices. Join us.