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.
Customer service definition, skills, and important principles for 2021
Deconstructing customer service: what it is, why it matters, who is responsible for it, and how you can use it to build relationships
Latest stories
Article Give your agents the context they need to solve customer problems
With the right knowledge at their fingertips, agents can spend less time swiveling between tools and more time helping your customers.
Guide The agility playbook—how larger firms can score a competitive advantage in CX
If companies weren’t flexing their agility muscles before the pandemic, they certainly are now. In the…
Guide The SMB agility playbook—set yourself up for long-term success
This SMB agility playbook is full of original data and actionable insights tailored to the needs of small businesses.
Guide Messaging best practices for better customer service
Companies are gravitating towards messaging for the same reasons customers are: it's fast, personal, convenient, and secure.
Article What is agent experience? (and why it’s good for customers, too)
Does a satisfied customer create a satisfied employee? Does a satisfied employee create a satisfied customer?…
Article How to kickstart your career as a customer service manager
Learn what it takes to become a successful customer service manager, and get tips from business leaders on how to land the role.
Article Customer self-service: what it is, why it’s important, and how to get it right
What is customer self-service, and how can you create an excellent self-service experience? This guide will give you the answers you need.
Article The ultimate guide to call centers
Whether you want to become a call center agent or start your own call center, here's everything you need to know before you get started.