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.
Latest stories
Article
8 min read
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.
Article
12 min read
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.
Article
13 min read
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.
Article
14 min read
What is customer care? Definition, importance, and best practices
Investing in customer care can build lasting brand loyalty and boost customer satisfaction.
Article
13 min read
SMART customer service goals to aim for in 2024
How do you write a customer service goal? We teach you the SMART goals model for setting and achieving key customer service objectives.
White Paper
1 min read
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.
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.
Article
6 min read
What is knowledge-centered service (KCS)?
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
Article
7 min read
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.
Article
10 min read
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…
Article
7 min read
How gamification is leveling up customer service
Exponential growth in customer expectations, an increasingly competitive consumer market, the global influx of customer complaints…
Article
11 min read
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.
Article
8 min read
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.
Article
13 min read
Customer segmentation: Guide to types, tips, and strategy
Customer segmentation isn’t just for marketing and product teams. Learn how you can put segmentation to work to create personalized support experiences for your customers.
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