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The best templates for dealing with angry customers via email, phone and chat Article

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, backed by customer service Champions Article

16 customer service tips for 2021 and beyond, backed by customer service Champions

Customer service tips for customer service Champions.

Don’t be afraid of change Article

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 Article

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 Article

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 Guide

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 Article

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.

6 keys to ticket escalation Article

6 keys to ticket escalation

Not all tickets were created equally.