Operations
Latest stories Page 2
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
Knowledge management best practices
A Q&A with Forrester's Kate Leggett on knowledge management best practices.
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Despite major improvements in other realms of customer service, many companies are using outdated technology and methods for providing customer service over the phone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
Article Tiers for fears: Is tiered support for you?
If you’re a business with consistently growing customer base and ticket volume, it might be time to consider tiered support
A Zendesk cheat sheet for picking your support solution
Choosing the right support solution for your organisation is no easy task.
In good company: expand support beyond customer service
Supporting today’s customers requires an “all hands on deck” approach.
Roll out and manage multiple customer service channels
There is a seemingly infinite number of ways to interact with customers these days. Live chat, messaging, SMS—even self-service counts.
A Retailer’s Guide to Getting Omnichannel Customer Service Right
Retail and omnichannel customer service. With consumers shopping in more channels than ever, retailers have been forced to evolve.
11 Steps to a Better Customer Support RFP Document
Industry watchers say that organisations change their customer support tools every five years on average. Whether…