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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Learn what it takes to become a successful customer service manager, and get tips from business leaders on how to land the role.
What is customer self-service, and how can you create an excellent self-service experience? This guide will give you the answers you need.
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.
Find out what you’ll be doing, what qualifications you’ll need, and how much you’ll make as a call center representative.
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.
Learn why it's vital for your support team to take advantage of cloud computing and how to get your team online.
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 goes beyond customer service and provides the connection needed to build lasting brand loyalty and satisfaction.
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…
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.
Despite being one of Chicago’s most acclaimed eateries, the gourmet restaurant Alinea was accused of tastelessness…
Exponential growth in customer expectations, an increasingly competitive consumer market, the global influx of customer complaints…
Customer experience management is about providing consistent service. Here's our expert advice on how to do that.
Enterprise companies often get a bad rap when it comes to personalized service. It’s on you to change the narrative.
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.