Latest stories Page 2
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
A Q&A with Forrester's Kate Leggett on knowledge management best practices.
What’s the key to delivering exceptional customer service during rapid change and company growth?
Even when you’re anxious to leave a software or service behind, making the change to a new customer service solution can be hard.
So how do you pull off delivering 24/7 business hours? By being smart humans and using technology wisely
First Contact Resolution is a metric that, when used judiciously, can help drive improvements in customer experience. But it’s not without its pitfalls
Despite major improvements in other realms of customer service, many companies are using outdated technology and methods for providing customer service over the phone
No matter the type of business, customer service agents are very often the first people customers and prospects speak with
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
If you’re a business with consistently growing customer base and ticket volume, it might be time to consider tiered support
Choosing the right support solution for your organisation is no easy task.
Supporting today’s customers requires an “all hands on deck” approach.
There is a seemingly infinite number of ways to interact with customers these days. Live chat, messaging, SMS—even self-service counts.
Retail and omnichannel customer service. With consumers shopping in more channels than ever, retailers have been forced to evolve.
Industry watchers say that organisations change their customer support tools every five years on average. Whether…