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6 call centre script best practices

The effectiveness of call center script templates depends on how you use them. Find call center script examples and learn how to boost support.

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Help desk vs service desk: what’s in a name?

Regardless of what you call these support teams, there are many solutions that help you better meet customers’ needs

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Knowledge management maturity: Tips for levelling up

Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organisations can keep content relevant.

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Build a sales management process that works in 4 steps

Creating an effective sales management process is essential for new and experienced sales managers alike. Here are four steps to build a sales management process.

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Customer experience is a team sport

As products become increasingly complex, effective cross-departmental communication is a must—and the key is to treat customer service like a team sport

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34 powerful CRM reports you should be using

CRM reporting provides valuable insights that can improve your sales process. But do you know which reports can provide answers to which sales questions?

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From content manager to cross-functional collaborator

As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.

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CRM best practices for every stage of the sales funnel

Learn how to get the most out of your CRM through every stage of the sales funnel, from prospecting to won/lost deals.

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What’s your type? 4 types of customer service operations

“Actions speak louder than words,” right? How you behave means more than what you say or…

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Gartner Peer Insights ‘Voice of the Customer’: IT Service Management Tools

Your IT team deserves to work with the most effective tools and platforms when it comes…

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What is a support ticket?

Support tickets offer a wealth of data about your customers that can benefit your entire organisation – but what do support tickets actually look like?

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Informal leadership: Be the person at work that others look up to

Recently I was talking with a friend about his work situation. He’d worked with the same…

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Do you need a customer service BPO?

Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO

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How to improve the customer experience through conversational customer service

Through mobile applications, social networks, and even instant messaging, brands must be where their customers are, interacting in real time and creating a frictionless customer experience.

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How customer support and customer service work hand in hand

Customer support helps users troubleshoot and optimise their use of a product – knowing how it connects to customer service can be a boon for business.

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10 types of customer service you should know

Learn about the 10 customer service types and how you can use them to provide an outstanding customer support experience.

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3 smart solutions to common customer service challenges

While every business is unique, growing businesses which prioritise customer experience often have a few customer service challenges in common.

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5 questions every IT leader should ask of their CRM platform

When IT leaders are deciding what they need in a CRM platform, there are five important…

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Use customer surveys to innovate your customer experience

Imagine that you’ve just dropped a glass of water in a customer’s lap. Chances are that the look on their face will tell you how they feel!