How to prioritize customer requests

The trick is to prioritize fairly and address the enquiries accordingly.

Assessment for Call Center Agents

Good training can go a long way from taking a candidate from raw potential to all–star call center agent.

6 simple steps to customer satisfaction scores that transform

What’s in a score?

3 elements of five-star customer service that make your brand legendary

Delivering five-star customer service is easier said than done. Your company doesn’t have to be a world-beater to deliver world-class customer service. 

6 new year’s resolutions for a radically personal 2022

Learn a few of the ways your brand can supercharge support by putting people first in your online customer experience this year.

How To upgrade your customer experience in the new year

Learn how to upgrade your customer experience by creating and maintaining a customer-centric culture to build a successful brand and business.

How to tell if your CX system is a frenemy

If your CX system was a person, would it be a frenemy? Here are 8 warning signs that it might be time to re-evaluate your relationship with them…er, it.

The holiday in progress

The continued analysis of holiday performance is essential. Here’s how to use the RFM Method for holiday customer segmentation.

Building an AI-powered customer service strategy — 4 tips to start

Artificial intelligence (AI) in customer service seems to be the topic on everyone’s lips right now.

Customer service software RFP: writing the modern customer service RFP

Check out our Essential Handbook to Writing the Modern Customer Service Platform RFP for a cheat sheet to RFP nirvana.

How to reduce call volume and wait times (without hurting your CSAT)

High call volumes are a common reality for brands. When it comes to getting answers, it’s the phone that customers typically turn to first.

How to Listen to Customers Effectively

The role for any customer service agent is to listen to customers effectively.

Customer Service Scenarios Test

How can you tell whether your agents are truly ready to take on your customers?