Customer support management

The secret sauce to any great customer service and support organization is the team that makes it all possible. Check out our lessons, tips, and philosophies to help you engage and equip your agents so they can have better customer conversations.

Latest stories

What is knowledge management? Article

What is knowledge management?

Knowledge management (KM) is the process of storing, processing, and sharing organisational knowledge; that is, the…

How to use data to make your customer relationship management more effective  Article

How to use data to make your customer relationship management more effective 

If your business has any contact with customers, then you have a wealth of data at…

Agile leadership for CX organisations Article

Agile leadership for CX organisations

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

Shaping an agile culture Article

Shaping an agile culture

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

Can chatbots make the insurance industry more human? Article

Can chatbots make the insurance industry more human?

When you think insurance, you probably don’t think digital innovation. For most of us, shopping for…

Agile practices (4): Prioritising fast responses with live channels and social messaging Article

Agile practices (4): Prioritising fast responses with live channels and social messaging

There’s no magic formula for agility. What works for your team (and your customers!), may not…

What is forum software and how can it benefit customers? Article

What is forum software and how can it benefit customers?

Before there was social media, there were forums. And now there is social media, there are…

Live chat: how can you make it work for your customers? Article

Live chat: how can you make it work for your customers?

Live chat customer support is proven to be an effective way to communicate with customers or…