Let's break down what outsourcing IT support really means and weigh the benefits of outsourcing technical support against the potential risks.
No matter the industry, one thing is universal—businesses are always looking for ways to work smarter and cut costs. And one of the most popular ways to do both? Outsourcing customer service.
Discover how real-time agent assist, continuous QA, and smart escalation tools empower your team to excel from day one—while opening up exciting new career paths.
While product quality and competitive pricing matter, modern customers are increasingly drawn to companies that demonstrate honesty, empathy, and consistency at every turn.
From setup to optimization, these chatbot best practices will help you streamline CX, enhance efficiency, and improve customer satisfaction.
A well-written and thorough knowledge base, whether internal or external, can be an extremely useful tool for both your team and your customers. However, especially if your business has never had one or you have no experience building one, navigating the world of knowledge bases can be intimidating.
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.
