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.

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Finding the recipe for the new, connected retail experience

To say that 2020 was a challenging year for retail is somewhat of an understatement. But…

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Customer Experience (CX) – Taking a customer-first approach Article

Customer Experience (CX) – Taking a customer-first approach

Customer experience is a term you are probably already familiar with if you’re a mid-market or…

How to invest in the right CX technology for the future of your business Article

How to invest in the right CX technology for the future of your business

Achieving business success has always been a balancing act. On one hand, it’s about understanding how…

Messaging best practices for better customer service Guide

Messaging best practices for better customer service

Forty-two percent of people worldwide have a smartphone and 87% of smartphone owners use messaging. Let those numbers sink in for a minute.

Becoming a future-ready business Article

Becoming a future-ready business

During testing times, nothing is more important than human connection. That is exactly why this particular…

Becoming a future-ready business Article

Becoming a future-ready business

During testing times, nothing is more important than human connection.

The year of the digital tipping point – seen from the UK and continental Europe Article

The year of the digital tipping point – seen from the UK and continental Europe

Our Customer Experience Trends 2021 report demonstrates that two-thirds of European decision makers are saying Covid-19…

Silent customer: learn about their characteristics and how to deal with them Article

Silent customer: learn about their characteristics and how to deal with them

Look at the main characteristics of a silent customer and learn how to not only recognise them, but also to listen to the customer.

The digital tipping point: How SMBs can accelerate CX success in 2021 Guide

The digital tipping point: How SMBs can accelerate CX success in 2021

In 2020, companies made seismic shifts in how they do business as the impacts of COVID-19…