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Article Inbound vs. outbound call centres: What is the difference?
Learn what makes an inbound call centre and outbound call centre different and how they can benefit your business
Article 6 tips for improving your business’s customer focus
Improving your customer focus starts by deepening your understanding of what customer focus means and building an effective customer focus strategy
Article 11 of the best customer loyalty programs (+ how they work)
Loyalty programs, if executed well and with the customer at the center, can help you retain your existing customers and build brand loyalty
Article What is the CRM process? 5 key steps
The CRM tool itself is what provides the data and functionalities your team needs to execute this strategy—and ultimately turn leads into customers
Article 10 sales pitch examples that work (+ tips for writing your own)
Craft an engaging sales pitch to pack your pipeline with high-quality leads.
Article What is a customer success manager? responsibilities + job description
Does your company have a customer success manager? If not, you are missing out. Here is how this role can help your organisation.
White Paper Top tips for building a flourishing help centre
Learn how to build an engaging and flourishing help centre. Increase customer satisfaction, reduce costs and grow your business community by improving your help centre with these steps
Article 5 ways a customer interaction can improve your business
“No plan survives first contact with the enemy.” Similarly, few businesses can survive the first contact…
Article What is a sales CRM?
When most people refer to a CRM (customer relationship management) they’re referring to software or a…
Article 10 customer experience KPIs for 2021 and beyond
It can be easy to feel overwhelmed by the number of customer experience KPIs. Learn how to identify the ones most important to your company.
Article Understanding the difference between WhatsApp and WhatsApp Business
WhatsApp is the most popular chat app in the world and the top messaging app used by companies. Here's your complete guide to WhatsApp Business.
Article 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.
Article 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.
Article 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…
Article 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.
Article 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.
Article 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.
Article 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 What are customer service objectives? 4 industry experts weigh in
We asked customer experience experts to provide examples of important customer service objectives.
Article 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