Operations
Collaboration, inspiration, support: Inside the InVision community
The team at InVision explains how they reaped the benefits of an engaged user community, now an essential component of their business strategy—for support and beyond
Latest stories
Article Be ready for anything: support forecasting and scheduling
One of the easiest ways to distinguish a good support organization from a great one is this: good ones are capable of meeting the everyday challenges as they occur, but great customer service
Article Time to build a support operations team
What’s the key to delivering exceptional customer service during rapid change and company growth?
Article Choose wisely: What to ask a potential vendor
Even when you’re anxious to leave a software or service behind, making the change to a new customer service solution can be hard.
Article Let customers choose your business hours
So how do you pull off delivering 24/7 business hours? By being smart humans and using technology wisely
Article First contact resolution: beacon of good support?
First Contact Resolution is a metric that, when used judiciously, can help drive improvements in customer experience. But it’s not without its pitfalls
Article 6 Reasons why every call center should use an integrated ticketing system
Despite major improvements in other realms of customer service, many companies are using outdated technology and methods for providing customer service over the phone
Article Taking the long view: agent life cycle
No matter the type of business, customer service agents are very often the first people customers and prospects speak with
Article You don’t always need call center scripts
Customer service reps are less engaged in their work when they use call center scripts that don’t have the flexibility they need to interact with customers