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
Article What is knowledge management?
Knowledge management (KM) is the process of storing, processing, and sharing organisational knowledge; that is, the…
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…
Article Agile leadership for CX organisations
If the past year has taught us anything it’s that change can happen extremely fast. COVID-19…
Article Shaping an agile culture
In 2020, just 16 per cent of executives said they were confident that their firm’s drive…
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…
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…
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…
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…