Customer service management

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Content management v. knowledge management

The real differences between content management and knowledge management – spoiler alert – scaling businesses need both

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Helping to prepare your team: Getting the most from Zendesk Article

Helping to prepare your team: Getting the most from Zendesk

We have compiled a list of product features and ideas to help your team continue to work effectively from home

12 big reasons customer service training matters Article

12 big reasons customer service training matters

It's hard to make time for a training programme when you’re trying to keep up with customer demands, but it’s critical to your company’s health. Here are some key tips

Building and managing a virtual support team Guide

Building and managing a virtual support team

Virtual teams present different challenges and opportunities from those of an on-site team. Complete trust and…

3 best practices to cultivate loyalty in customer service Article

3 best practices to cultivate loyalty in customer service

Not long ago, loyalty in customer service was fairly simple, both in meaning and in method.…

How four companies deliver exceptional customer experience at scale Guide

How four companies deliver exceptional customer experience at scale

Delivering exceptional customer experience at scale can be a challenge, but with the right tools and…

Why enterprise companies’ employees need help-desk software Whitepaper

Why enterprise companies’ employees need help-desk software

Enterprise companies – especially ones that operate in the technology, healthcare, energy and manufacturing sectors –…

How to improve agent productivity for a better CX Article

How to improve agent productivity for a better CX

As your business grows, the complexity of providing customer service grows as well. You have more…

Make your work flow :  5 steps to scale your support operations Guide

Make your work flow : 5 steps to scale your support operations

For growing businesses, fielding every customer service enquiry effectively becomes more and more challenging. Having the…