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Agility in Action

Our series of articles and infographics on how to make your customer service more agile - from messaging, to self-service, omnichannel strategies to agent, we've got you covered.


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…

Latest stories

Article
4 min read

Agile leadership for CX organisations

If the past year has taught us anything it’s that change can happen extremely fast. COVID-19…

Article
4 min read

Shaping an agile culture

In 2020, just 16 per cent of executives said they were confident that their firm’s drive…

Article
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…

Infographic

Agility in Practice: fast responses and fast resolutions in the UK and Europe

Article
3 min read

Agile practices (3): Customers are turning to messaging. Why aren’t you doing the same?

If 2020 had a breakout star, messaging would be it. Usage of channels like WhatsApp and…

Article
3 min read

Agile practices (2): Agility starts with self-service

Agile companies are pouring resources into online help centres, and with good reason. Content reflects the…

Article
4 min read

Agile practices (1): Building agile support teams

With the world changing at lightning speed, agile support teams are finding ways to quickly adapt…

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