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Agile leadership for CX organisations
If the past year has taught us anything it’s that change can happen extremely fast. COVID-19…
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4 min read
Shaping an agile culture
In 2020, just 16 per cent of executives said they were confident that their firm’s drive…
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4 min read
Fast, flexible and customer-obsessed: Reimagining agile customer support at scale
“Agility is the ability to adapt and respond to change … agile organizations view change as…
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3 min read
Agility in Action (3): Design your team to stay productive through change
Whilst becoming agile allows companies to respond faster and better to changing customer trends and benefit…
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18 min read
Cold calling scripts: 14 examples, templates, and tips
Cold calling scripts can help you get more leads and reach sales goals. Get tips on how to write effective scripts, and start crafting your own with our free templates that actually work.
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3 min read
How can sales management tools benefit your customers?
Sales management software is a great way to keep all of your customer data and customer…
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4 min read
Can chatbots make the insurance industry more human?
When you think insurance, you probably don’t think digital innovation. For most of us, shopping for…
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3 min read
Agility in Action (2): Invest in flexible technology to allow your organisation to meet their customer experience goals
We previously examined the importance of self-service options and messaging as a way of making it…
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5 min read
Real-life lessons from agile customer support organisations
Creating and maintaining a competitive advantage is a top priority for any organisation. However, as the…
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5 min read
Agile practices (4): Prioritising fast responses with live channels and social messaging
There’s no magic formula for agility. What works for your team (and your customers!), may not…
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2 min read
Agility in Action (1): Make it easy for your customers to help themselves and respond to customer preferences
In this first part of our ‘Agility in Action’ series we examine two aspects that have…
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7 min read
What is forum software and how can it benefit customers?
Before there was social media, there were forums. And now there is social media, there are…
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6 min read
Live chat: how can you make it work for your customers?
Live chat customer support is proven to be an effective way to communicate with customers or…
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5 min read
How to identify customer needs and expectations using data
You may think your products or services are the bees’ knees, and you might be right.…
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6 min read
Is a ticketing system the best way to manage customer queries?
“You are number … twenty-four… in the queue.” We’ve all heard this message after calling a…
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6 min read
How to use knowledge management software to make customer service decisions
Knowledge management systems have revolutionised customer services over the past decade. The joined-up, database-driven blend of…
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6 min read
What to look for in your knowledge management system
The knowledge a company holds is a crucial and integral part of its value. Along with…
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