Track customer service KPIs that go beyond vanity metrics. Let's talk about the data-driven metrics that align with retention, automation, and customer experience success.
These customer retention strategies improve your onboarding, support, and feedback loops so you can effectively build loyalty and gain referrals.
Customer service challenges can go beyond slow response times. Understanding these eight common customer service challenges can help your team prepare.
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A practical guide for leaders who want the benefits of outsourcing without sacrificing quality, control, or brand voice.
Learn how to use AI in customer service without losing your brand voice. These 5 practical examples show how AI + human teams deliver better outcomes.
Outsourcing SaaS development isn’t just about saving money—it’s about scaling smarter. Learn how AI-powered outsourcing partners can help you build faster, better, and with less stress.
I had the opportunity to lead a quality assurance program for a chat project back in 2013. One of the biggest challenges was motivating employees to take ownership of their development.
Conducting your study while using the incorrect sample size comes with the risk of obtaining biased results, and therefore drawing incorrect conclusions. Here's a guide for you.
When done strategically and with proper planning, outsourcing customer service can help create more loyal customers and a healthy, thriving company.
To understand the full benefits of omnichannel customer support, it's important to differentiate it from multichannel customer service and explore some best practices that can improve your service delivery—let’s do that!
With a well-thought-out onboarding plan, your agents will be better prepared for the job and more engaged in the work they do, resulting in a stronger team and happier customers.
How to choose the best phone tool for your customer service team? Craig Stoss breaks down the important considerations so you can pick the right tool for your customers, your team and your business.
