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5 min read

We use customer self-service to decrease ticket volumes, and you can too

Improving your self-service content can help you decrease ticket volumes in times of crisis and beyond. Follow these steps to identify effective changes.

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3 min read

Answer Bot® is here to help: better comprehension, more languages, less effort

With better comprehension than before, Answer Bot can help you deliver accurate answers to customers while reducing the effort required by agents.

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6 min read

What is a mobile help desk?

Mobile help desk software can give agents the tools that they need to do their job from anywhere with an Internet connection

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7 min read

The knowledge management system in practice

A knowledge management system helps people find, contribute to or benefit from a company's institutional knowledge.

Article
9 min read

Five of the best knowledge management examples

Here are our favourite knowledge management examples and perhaps the kind of knowledge base that your company will want to develop

Article
12 min read

Consumer trends during The Great Reset: How do we want to move forward?

As governments and businesses talk about how to open after shelter-in-place orders, there’s a lot to…

Article
11 min read

How to start a call centre (without breaking the bank)

What is a call centre? Put simply, it’s a team of customer service agents that responds to incoming calls concerning customers’ problems. Here’s how to start one.

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6 min read

What's a BPO call centre and what does it do?

If your business doesn’t have the bandwidth to handle all your inbound and outbound calls adequately, you may want to consider outsourcing. Read on to learn how a BPO call centre can step in

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8 min read

What is customer retention rate? How do you calculate retention rate?

While companies should closely monitor their customer retention rate and churn rate, there are other customer retention metrics worth paying attention to.

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7 min read

6 call centre training tips for building an exceptional team of agents

Here are six call center training tips to ensure your agents can deliver a positive, helpful customer experience

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4 min read

The keys to excellent internal help desk management

These internal help desk management tips can help set up harmonious employee and user expectations round help desk response times.

Article
8 min read

Benchmark Snapshot: Tracking the impacts of COVID-19 on CX

Customer requests are increasingly prone to volatility, putting pressure on support teams as ticket volume fluctuates during the COVID-19 outbreak

Article
12 min read

12 customer retention strategies you can copy

Retaining customers during times of prosperity as well as uncertainty starts with incorporating a set of skills and strategies to reduce customer churn and build loyalty.

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5 min read

Inbound vs outbound call centres: What's the difference?

Learn what makes an inbound call centre different from an outbound call centre and how they can benefit your business

Article
7 min read

16 customer loyalty programmes of 2024 + how they work

A customer loyalty programme, also known as a rewards programme, is a strategy that helps retain customers and encourages them to continue purchasing from your brand. Read on for examples of the best loyalty programmes.

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4 min read

Thoughts from HR: 3 effective ways to support your employees during COVID-19

Employees expect the same clear communications from their employer as they do from their favorite brands.…

Article
7 min read

The top call centre tips for beginners or experts

Follow these etiquette tips to make your brand stand out and your customers feel truly cared for.

Article
3 min read

Why messaging is set to be the 2020 customer channel for business

Many businesses are settling into a new reality – finding ways to work from home while…

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13 min read

How to calculate customer churn rate

When evaluated alongside a company’s other key metrics, a company’s churn rate is a powerful way to assess what a business is doing well, and where it needs to improve

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