Let's walk through the 10 most important customer service metrics, explain what benchmarks to aim for, and show you how to improve them.
Discover customer service training best practices to boost skills, enhance employee training for customer service, and learn how to train customer service teams effectively.
Discover the benefits of nearshore outsourcing vs offshore and onshore outsourcing. Learn how nearshore outsourcing companies can help you scale efficiently.
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Discover how AI is revolutionizing customer experience! In our latest webinar recap, top CX experts reveal actionable insights and practical strategies for integrating AI into your support operations.
Let's compare in-house vs outsourcing customer support, explore how AI-powered solutions fit into the mix, and break down costs, scalability and quality control.
Struggling to keep customers from slipping away? It’s time to turn churn prevention into a proactive strategy. In this blog, we uncover hidden churn signals across support and success interactions and show you how to harness the power of AI and smart escalation management.
Team building isn’t usually the first topic to be discussed about managing remote teams, but we shouldn’t ever underestimate its importance.
"Quality is alive and constantly changing. We’re always moving the goalpost to improve quality and, ultimately, customer experience." - Giulia Gasparin, QA Manager
Coalesce is a digital products agency based in New York that had a challenge: streamline testing and let their dev team focus on building new features - not on testing.
One of the most important elements of receiving feedback is understanding. Seems obvious, doesn’t it? Well, that’s not always the case. Sometimes “understanding” isn’t our immediate response to feedback, because we’re too busy being blinded by the “wrong things” we had pointed out to us during it.
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Erica started her career in marketing but moved into success and support roles 10 years ago, never looking back. Read how she built a 30-person support team from scratch that proved to be the growth engine for the company.
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Kim Wagner, Head of Quality at PartnerHero, wants you to forget everything you’ve ever heard about Quality Assurance (QA) programs. In her mind, traditional QA programs used by most companies and BPOs are biased, incite fear in employees and - perhaps most damning - do little to help customer support teams improve the quality of customer interactions.
