Agent tips
Give your agents the context they need to solve customer problems
When surveyed, more than half of customer service agents said they usually have to switch between different systems to solve a customer request.
Latest stories
The 5 communication styles customer service agents need to know
As a customer service agent, having great customer service communication means everything.
The best templates for dealing with angry customers via email, phone and chat
Not sure what to say to calm down an angry customer? Here’s how agents can respond to upset customers and diffuse tension across channels.
16 customer service tips for 2021 and beyond
Customer service tips for customer service Champions.
Don’t be afraid of change
Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources
Chat support models: shared vs dedicated
Offering omnichannel customer service is the core of any organization’s support strategy.
Every ticket is a puzzle: One advocate’s drive to solve them
New Zealand native Carl McDowell doesn’t have a personal mantra, but he is quick to note a telling double entendre in his last name: do well.
Providing automated self-service where customers (and agents) want it most
As customers trend towards becoming more self-sufficient, they are becoming more accustomed to interacting with AI-powered tools for the support they need.
6 steps towards developing a customer support career path
As with any profession, a customer service job can grow in different directions, leading to many new opportunities.