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13 min read
What is a sales funnel? Strategies on how to create one (+ examples and templates)
A sales funnel is critical for understanding the path to purchase. Learn how it works and how to build one so you can increase conversions.
Article
2 min read
Play nicely in the ticket queue using the Play button or Guided mode
Optimising ticket workflow is top of mind for any customer service manager and becomes even more…
Article
3 min read
Default triggers explained
Triggers are business rules that are automatically executed in response to certain events that have occurred…
Article
2 min read
Community tip: how to set a reminder on a ticket
It’s great to be able to put a ticket on hold but I’m sure you’ve suffered…
Article
7 min read
Top 8 change management models: a comparison guide
8 top change management models and change management definitions
Article
5 min read
Welcome to Showcase: where we shine a light on the intelligent heart of customer experience
Customer experience is now shaping the way companies across the world do business. We’ve seen companies…
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7 min read
What is first contact resolution (FCR)? Benefits + best practice
When used wisely, first contact resolution (FCR) can help increase agent efficiency and drive improvements in the customer experience.
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3 min read
Fill knowledge gaps with the Knowledge Capture app
A comprehensive knowledge base is an essential piece of any 21st-century support operation. But implementing it is just the first step – maintenance comes next.
Article
9 min read
What exactly is direct selling? | A direct sales explainer
Don’t be so quick to dismiss D2C sales. With more customers shifting online, you need to take advantage of the growing direct selling market.
Article
5 min read
What is a knowledge base? The essential tool you’re missing
Help customers find their own answers by offering a knowledge base – a virtual library of information about your product or service.
Article
19 min read
What is conversational commerce?
Conversational commerce isn’t just a trend – it’s a new way of connecting with customers.
Article
11 min read
Skills-based routing: definition, process and best practice
Use skills-based routing to streamline ticket handling and ensure customers speak to the agent best equipped to resolve their problems. This increases customer satisfaction and creates a more convenient customer experience (CX).
Article
5 min read
Horizontal Experience: what is it and how can companies benefit from it?
It’s no secret that customer experience is now influencing the way many companies operate. Adopting a…
Article
4 min read
Revolutionising customer support: Unleashing the power of emerging technologies
In today’s fast-paced digital landscape, businesses are constantly striving to enhance customer support experiences and optimise…
Article
4 min read
The top trends behind manufacturers' CX revolution
Manufacturers are taking the ‘glass half full’ approach to forecasting their performance for the next couple…
Article
4 min read
Our top four CX trends for 2023
If the last year taught us anything, it’s that we must stay flexible and agile in…
Article
5 min read
The role of review management in transforming customer experience management
As businesses continue to evolve and compete in today’s highly digital and connected world, the importance…
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