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.

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How to kickstart your career as a customer service manager 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.

Customer self-service: what it is, why it’s important, and how to get it right 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.

The ultimate guide to call centers 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.

Want to be a call center representative? Here’s what you need to know. Article

Want to be a call center representative? Here’s what you need to know.

Find out what you’ll be doing, what qualifications you’ll need, and how much you’ll make as a call center representative.

5 examples of bad customer service (and how to be great instead) Article

5 examples of bad customer service (and how to be great instead)

Bad customer service is what happens when a company fails to meet customer expectations. Get tips for your team to avoid creating poor customer experiences.

The ultimate guide to cloud computing for customer service teams Article

The ultimate guide to cloud computing for customer service teams

Learn why it's vital for your support team to take advantage of cloud computing and how to get your team online.

How to respond to angry customers Article

How to respond to angry customers

Not sure what to say to calm down an angry customer? Here’s how agents can respond to upset customers and diffuse tension across channels.

Customer care vs. customer service: What’s the difference? Article

Customer care vs. customer service: What’s the difference?

Customer care goes beyond customer service and provides the connection needed to build lasting brand loyalty and satisfaction.

How to set SMART goals for customer service Article

How to set SMART goals for customer service

The road to unhappy customers is paved with vague intentions. Okay, so that’s not precisely how…

The ROI of CX transformation White Paper

The ROI of CX transformation

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.

Gartner’s predictions for 2021: CRM customer service and support White Paper

Gartner’s predictions for 2021: CRM customer service and support

As your approach to customer service matures, the complexity of your customers’ issues increases.

Report: Over the Top (OTT) Support White Paper

Report: Over the Top (OTT) Support

Video streaming services are more popular than ever. Here's what OTT companies can do to rise above the noise.

How knowledge-centered service benefits customer support teams Article

How knowledge-centered service benefits customer support teams

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

How to introduce support reps to your CX strategy Guide

How to introduce support reps to your CX strategy

When shifting your CX strategy, your support representatives are an important resource. They know your product…

What is customer success enablement? The ultimate guide Article

What is customer success enablement? The ultimate guide

Customer success enablement ensures agents have the training, processes, and tools they need to do their jobs well. Supporting your customers starts with supporting your own people.

A tactical guide to preventing and surviving a social media crisis Article

A tactical guide to preventing and surviving a social media crisis

Despite being one of Chicago’s most acclaimed eateries, the gourmet restaurant Alinea was accused of tastelessness…

How gamification is leveling up customer service Article

How gamification is leveling up customer service

Exponential growth in customer expectations, an increasingly competitive consumer market, the global influx of customer complaints…

11 support tools every customer service team should have Article

11 support tools every customer service team should have

Customer experience management is about providing consistent service. Here's our expert advice on how to do that.

An enterprise guide to personalized service Article

An enterprise guide to personalized service

Enterprise companies often get a bad rap when it comes to personalized service. It’s on you to change the narrative.

The ultimate guide to customer segmentation for support teams Article

The ultimate guide to customer segmentation for support teams

If you’re not using customer segmentation for support, you're missing out. Here's how to put segmentation to work for your support team.