Hiring great customer service agents is one thing, but making sure your support team is set up to operate like a well-oiled machine long-term is an entirely different challenge, and that’s where customer service training comes in.
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With more businesses running online and more workers doing their jobs from the comfort of their homes, how has the role of customer service changed? Or rather, how should it change as we move forward?
With nearly every market becoming saturated with endless options and closely competing offers, customers now have more power over your business’s success or failure than they’ve ever had before.
You're not alone: choosing a BPO is notoriously hard and the stakes are high. We built this guide to help you navigate the fragmented and frankly confusing world of outsourcing so you can find a partner that can deliver.
Learn which customer service metrics to track, how to calculate your team’s scores for each one, and how to help your associates improve upon them.
The purpose of measuring ASAT is to proactively identify risks such as burnout or lack of engagement, and ensure the team is happy doing the work they’ve been hired to do.
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.
These nine customer retention strategies improve your onboarding, support, and feedback loops so you can effectively build loyalty and gain referrals.
Let’s go through some of the very first steps and processes you can start considering and implementing when you’re thinking about focusing on more customer-centric growth strategies.
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Let's take a look at some of the best companies to outsource customer support to, and what to look for when searching for an external team to handle your customer support operations.
Here are our best tips for giving employee feedback that improves performance and gives team members the tools they need to succeed, whether they’re on your sales team, customer service team, or quality assurance department.
What is follow-the-sun and why should you care? In this post we share an overview of what follow-the-sun means, why it is an important model for every business to consider and how to operationalize it.
