Team efficiency

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Building and managing a virtual support team

Virtual teams present different challenges and opportunities from those of an onsite team. Radical trust and…

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Engaged employees and collaboration: how internal help desks help White Paper

Engaged employees and collaboration: how internal help desks help

Employee expectations are rising in tandem with customer expectations. Your employees expect the same kind of…

Here’s what it takes to be a great customer service leader Article

Here’s what it takes to be a great customer service leader

Good customer service is quickly becoming a core value to companies and has never been more…

The secret to a better CX: an improved agent experience Guide

The secret to a better CX: an improved agent experience

65% of customers say they expect customer service to be faster than it was 5 years…

How to improve agent productivity for a better CX Article

How to improve agent productivity for a better CX

As your business grows, the complexity of providing customer service grows as well. You have more…

Customer service glossary Article

Customer service glossary

The customer support business has its own vocabulary. Some of the words and phrases may be…

How to structure your customer support organization Guide

How to structure your customer support organization

What does a successful customer support team look and feel like? How can companies deliver good…

Rethinking customer service skills for the new era of retail White Paper

Rethinking customer service skills for the new era of retail

Customer experience is a front-and-center variable in the retail industry‚Äôs ongoing evolution. While experience-focused leadership positions…

How Slack changed the way we work by putting the customer experience first Article

How Slack changed the way we work by putting the customer experience first

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