Customer support management
The secret sauce to any great customer service and support organization is the team that makes it all possible. Check out our lessons, tips, and philosophies to help you engage and equip your agents so they can have better customer conversations.
The road to unhappy customers is paved with vague intentions. Okay, so that’s not precisely how…
This report from Forrester gives CX and IT leaders the tools they need to calculate the benefits, costs, and ROI of an enterprise-wide CX transformation.
As your approach to customer service matures, the complexity of your customers’ issues increases.
Video streaming services are more popular than ever. Here's what OTT companies can do to rise above the noise.
What is knowledge centered support, and why is it so important? Learn why a strategic effort to build KCS will make your whole business stronger
When shifting your CX strategy, your support representatives are an important resource. They know your product…
Designing, developing, and deploying great customer service training is far easier said than done. But with these four steps, trainers and managers can align agents and roll out training quickly at scale.
Despite being one of Chicago’s most acclaimed eateries, the gourmet restaurant Alinea was accused of tastelessness…