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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How to provide better online customer support Article

How to provide better online customer support

Customers become loyal to a brand when their needs are consistently met, they’re guided in the…

4 Customer service models for 2021 that help you and your clients be successful Article

4 Customer service models for 2021 that help you and your clients be successful

Human service or automated solutions? Take a look at the service models and when to use each one in order to promote customer success

The ROI of CX transformation

The ROI of CX transformation

This report from Forrester gives CX and IT leaders the tools they need to calculate the benefits, costs and ROI of an enterprise-wide CX transformation.

The Customer Success role: main activities and its importance within a company Article

The Customer Success role: main activities and its importance within a company

Maintain revenue and promote customer success. See more about the activities of the Customer Success position and why having it in your company is important.

How to set SMART goals for customer service Article

How to set SMART goals for customer service

The road to unhappy customers is paved with vague intentions. Ok, so that’s not precisely how…

Retail in Europe: Reigniting growth after the ‘great reset’ Article

Retail in Europe: Reigniting growth after the ‘great reset’

According to the European Journal of Social Psychology it takes between 18 and 260 days to…

How CX is critical for the new digital world of financial services Article

How CX is critical for the new digital world of financial services

The adoption of mobile over the last 20 years has dramatically changed the face of financial…

Three great knowledge management examples to help you and your customers Article

Three great knowledge management examples to help you and your customers

Good design, simple browsing and easy access to information. See some examples of knowledge management and recommended practices.

AI in customer service: what it is, how to use it and its impact on your company Article

AI in customer service: what it is, how to use it and its impact on your company

A guide to everything about artificial intelligence in customer service. What is it, how can you use it, and what is its impact on the company? Use cases and benefits.

Redefining CX for a new era – CX Trends in Europe 2021 Article

Redefining CX for a new era – CX Trends in Europe 2021

During times of significant uncertainty, the main thing humans want is communication. Over the last year,…

Gartner’s predictions for 2021: CRM customer service and support

Gartner’s predictions for 2021: CRM customer service and support

As your approach to customer service matures, the complexity of your customers’ issues increases.

At Home and Happy? – What Remote Work Means for Customer Service

At Home and Happy? – What Remote Work Means for Customer Service

Last year was the year COVID-19 forced a shift in working practices. Could 2021 be the…