Team efficiency
The value of agent education and training during economic slowdowns
With rising customer expectations around better service in today’s macroeconomic environment, it’s important to lean on customer education programs to boost agent knowledge and productivity—and to help your business retain customers.
Latest stories
How tech scale-ups can improve customer experience using data
When your go-to-market (GTM) teams can easily access customer information, you can create a better experience for your employees and customers. Here's how to give GTM teams access to key data across different customer platforms and ensure GDPR compliance.
Top ways to drive collaboration between support and development teams
Collaboration between CSAs and developers can be difficult at best—and a blocker at worst—which can have disastrous impacts on customer support success metrics. But there's a better way.
9 strategies for scaling customer support teams successfully
One of the challenges of growing a business is ensuring your customer service stays consistent. Learn how to scale your customer support team without sacrificing quality.
What is a customer data platform? Definition, types, and benefits
Use a customer data platform to align your customer service, marketing, and sales teams for business success.
Building and managing a virtual support team
Virtual teams present different challenges and opportunities from those of an onsite team. Radical trust and…
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
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
65% of customers say they expect customer service to be faster than it was 5 years…