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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The contact center and customer service

The contact center and customer service

Gain an understanding of contact center services and how a contact center boosts customer satisfaction.

Understanding call center burnout Article

Understanding call center burnout

Call center employees face unique challenges that can often lead to burnout. Understanding why can help fix bigger problems down the road.

How to anticipate your customer needs and solve them Article

How to anticipate your customer needs and solve them

What are customer needs, and how can your business solve for and anticipate them?

How to start a virtual call center that provides excellent customer service Article

How to start a virtual call center that provides excellent customer service

Learn the best way to set up and manage a remote customer service team.

What is a customer success manager? Article

What is a customer success manager?

Does your company have a customer success manager? If not, you’re missing out. Here's how this role can help your organization.

What is call listening? Article

What is call listening?

Call listening can help improve your customer service team's performance. Here's what you need to know.

The definitive guide to contact center as a service (+ the 5 best CCaaS providers in 2020) Article

The definitive guide to contact center as a service (+ the 5 best CCaaS providers in 2020)

It's time to drop your dated call center technology. Learn how a CCaaS solution helps you connect with customers across all channels.

What is an enterprise help desk, and how does it benefit your team? Article

What is an enterprise help desk, and how does it benefit your team?

Here are the tools you need to meet your customers’ expectations, at scale.

How to build and scale your customer onboarding process Article

How to build and scale your customer onboarding process

Getting customer onboarding right is critical to long-term retention. Here's how to build your business’s onboarding strategy.

Proven ways to deal with high call volume Article

Proven ways to deal with high call volume

High call volume can overwhelm agents and harm the customer experience. But support managers have a host of ways they can manage and deflect inbound calls.

30 customer success interview questions you should ask every candidate Article

30 customer success interview questions you should ask every candidate

To build the team of your dreams, ask these customer success interview questions.

How to successfully onboard a remote customer support team Article

How to successfully onboard a remote customer support team

Effective onboarding is essential to modern business success, but it's not always easy—especially if you're trying to onboard a remote customer support team.

How a ticketing tool helps SMBs scale with growth Article

How a ticketing tool helps SMBs scale with growth

For up-and-coming companies, seeing the business grow can be immensely fulfilling. Yet it can also be…

18 customer service videos to improve your customer service skills Article

18 customer service videos to improve your customer service skills

Explore a list of the most current customer service videos including TED Talks, training tips, tutorials, and CX thought leadership.

7 tips for excellent customer service Article

7 tips for excellent customer service

An excellent customer experience can change the way you think about a company, and it can create real loyalty.

How to measure customer satisfaction: advice from industry leaders Article

How to measure customer satisfaction: advice from industry leaders

Measuring customer satisfaction is critical to growing your business, but don’t take our word for it. Here's how industry experts use customer satisfaction metrics.

Customer orientation guide: definition, examples & 5 steps to become customer-oriented Article

Customer orientation guide: definition, examples & 5 steps to become customer-oriented

If you want customers to be loyal to you, you have to start putting them first.

Scaling your support team: 7 common questions, answered Article

Scaling your support team: 7 common questions, answered

Many small and midsize businesses (SMBs) rely on a patchwork system of multiple tools just to…

Work smarter: Live chat best practices Article

Work smarter: Live chat best practices

As with any communication channel, there’s a right way and a less effective way to offer…

Customer service definition and skills for 2021 and beyond Article

Customer service definition and skills for 2021 and beyond

Deconstructing customer service: what it is, why it matters, who is responsible for it, and how you can use it to build relationships