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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.
Breaking up with a client is the process of ending a business relationship that isn’t working either for the customer or the business. Here's how to do it right.
We joined a couple hundred CX leaders in Portland, OR for the Support Driven Leadership Summit for a couple of days of learning and connection. Here's what went down.
Business process outsourcing (BPO) involves partnering with a third-party to deliver services to your company. Here’s how using a BPO benefits companies.
The best customer service software depends on customers’ needs and the challenges your support team faces. Here are some software tools that can help.
The benefits of outsourcing customer service go beyond cost savings—it can help you scale your business while maintaining an excellent customer experience.
Business owners and customer service leaders are currently hyper-focused on discovering how to use AI to improve their customer experience–and rightfully so. Let's talk about how you can use AI to help improve your business.
From rethinking your training practices to practicing active listening, it’s important to consider how to improve customer service. Get started with these 11 tips.
