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.
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.
Self-service can also have a surprising impact across your business, from employee morale to customer relationships and business strategy. Let’s dive deeper into four ways self-service impacts customer experience and support teams.
Let's talk about the general concept of customer insights, the methods of collecting them, how to utilize them effectively, and their role in business growth and expansion.
Personalized canned responses help CX associates answer customer issues faster. Use these examples and best practices to get started.
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.
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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?
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.
