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.

Article | 5 min read

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.

Latest stories

Why great CX is the doorway to success with open banking for financial services firms
Article | 5 min read

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

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
Article | 4 min read

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
Article | 4 min read

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
Article | 4 min read

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

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.

The role of customer service during an economic downturn
Article | 4 min read

The role of customer service during an economic downturn

Preparing for change is an always-on job. Focus on where you can see the highest return on your service investments and enable tools and features that result in both cost and time savings.

Customer service agents finally get the recognition they deserve
Article | 3 min read

Customer service agents finally get the recognition they deserve

It’s been another year of high stress and raised customer expectations. That’s why this Customer Service Week is a great time to give your support teams a high five for a job well done.