Latest stories
Page 5
Best practices
10 min read
Why customer service training matters: a guide to better service
Customer service training is the training customer service agents learn to improve performance and increase customer satisfaction.
Best practices
14 min read
Customer support: Definition, skills, importance, and tips
Customer support teams help customers who are having trouble with a product or service. Troubleshooting is just one part of the job.
Guides and ebooks
6 min read
18 essential customer service metrics to measure in 2021
From customer satisfaction to resolution time, these are the key customer service metrics that measure performance and drive revenue.
Best practices
15 min read
The business impact of customer service on customer lifetime value
Irritating issues affect customers daily. In every industry, a customer will inevitably contact customer service to…
Best practices
6 min read
10 help desk metrics for service desks and internal help desks
It can be hard to identify the help desk metrics or service desk metrics that really matter for your organization, but these 10 are a good place to start.
Best practices
11 min read
Millennials vs. Gen Z: How their customer service expectations compare
Millennials and Zoomers will soon become the two largest consumer groups in the country. Companies hoping to earn their brand loyalty should study their differing customer experience expectations and preferences.
Guides and ebooks
4 min read
How to structure your customer service department
What does a successful customer support team look and feel like? How can companies deliver good…
Best practices
11 min read
How to start a call center (without breaking the bank)
What is a call center? Defined, it's a team of customer service agents that responds to incoming calls about customer issues. Here's how to start one.
Best practices
11 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.
Best practices
9 min read
What are customer service objectives? 4 industry experts weigh in
We asked customer experience experts to provide examples of important customer service objectives.
Best practices
9 min read
The best knowledge management system examples, types, and tools
Here are our favorite knowledge management examples and perhaps the kind of knowledge base your company will want to develop
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