Team efficiency
Building and managing a virtual support team
Virtual teams present different challenges and opportunities from those of an onsite team. Radical trust and…
Latest stories
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…
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…
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…
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…
Guide 5 things that stand out in a customer service resume
Do you want to work in a job that can provide a strong backbone for your…
Guide Customer service glossary
The customer support business has its own vocabulary. Some of the words and phrases may be…
Guide How to structure your customer support organization
What does a successful customer support team look and feel like? How can companies deliver good…
Article The 16 customer service skills of great customer service agents
Customer service involves much more than answering questions over the phone. Responding to tickets through email,…