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 value of agent education and training during economic slowdowns
With rising customer expectations around better service in today’s macroeconomic environment, it’s important to lean on customer education programs to boost agent knowledge and productivity—and to help your business retain customers.
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What is employee turnover? Calculation, effects, and prevention tips
Employee turnover is the number of workers leaving your business at any given time—including voluntary and involuntary exits. We’ll explain how to calculate and reduce turnover in your organization.
Streamline call center BPO management with data-driven WFM
As support teams brace for an economic downturn, many are leaning on customer service outsourcing to cut costs.
Why great CX is the doorway to success with open banking for financial services firms
CX is a top priority for financial services providers, and for good reason. Here's how to deliver an experience that meets people's high and evolving expectations.
Manage costs, support growth, and drive retention during an economic slowdown
A guide for CX leaders to adapt your customer service when facing uncertainty.
Turn customer service agents into inside sales reps
Customer interactions are revenue-generating opportunities when CX agents have the right tools to boost conversion rates and increase average order values.
Drive revenue during an economic downturn
Big box platforms are limited in their ability to fuel growth. Turn ordinary interactions into personal and extraordinary revenue-generating opportunities.
Stay agile and innovative—and rein in expenses
Facing a possible recession, business leaders are making tough choices. It’s possible to slow spending and hiring, without having to sacrifice quality or scale.
Driving cost savings through operational improvement
When facing a recession or an economic slowdown, companies naturally look for ways to cut costs. Any team viewed as a cost center can face significant challenges, so it’s imperative that customer service orgs prioritize spending in areas where they can find efficiencies.