Best practices

Article
8 min read

What is first contact resolution (FCR)? Benefits + best practices

When used judiciously, first contact resolution can help increase agent efficiency and improve your customer experience.

Article
8 min read

Ticket deflection: Enhance your self-service with AI

Boost customer satisfaction and enable your customer support agents to accomplish more with an effective ticket deflection strategy.

Article
11 min read

Ticket escalation: What it is + 8 ways to manage it

Proper ticket escalation is key to solving customer issues promptly. Learn how it works and why a dedicated escalation process is important for your business.

Article
4 min read

Best books to step up your customer service game in 2026

2014 was a whirlwind of a year—social media is omnipresent, live chat is the new standard…

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Article
5 min read

Customer service management: Key benefits and strategies

Effective customer service management can improve customer loyalty and employee retention. Read along to learn its benefits, how to implement it, and more.

Article
20 min read

Customer service cover letter examples and tips

Use our customer service cover letter examples to stand out from your competition and set yourself up for success.

Article
3 min read

Multilingual customer support: What it is + 5 tips to execute

Providing multilingual support is key to casting a wide net in the marketplace and establishing a diverse, loyal customer base.

Article
8 min read

Top 22 customer service interview questions and answers in 2026

Our comprehensive list of the best customer service interview questions and answers can help you build a dream team of customer service representatives or prepare for your next customer service interview.

Article
15 min read

How to hire customer support agents in 8 steps

Struggling to find the right customer support talent? Our guide shows you step-by-step instructions on how to hire customer service reps who create exceptional experiences.

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Article
8 min read

How to build a help center: A comprehensive guide

A modern help center has the power to transform customer self-service and reduce agents’ manual workload. Learn everything there is to know about building a help center in this guide.

Article
8 min read

Customer lifetime value (CLV): What it is + how to calculate it

Customer lifetime value is how much a consumer will spend with your business over time. Learn how to calculate and increase this crucial metric in our guide.

Article
3 min read

Automatically turn voicemails into support tickets

This is a guest blog by James W. Breeden, CEO of LiveAir Networks. He describes how…

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