Operations

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Be ready for anything: support forecasting and scheduling 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

Knowledge management best practices

A Q&A with Forrester's Kate Leggett on knowledge management best practices.

Time to build a support operations team Article

Time to build a support operations team

What’s the key to delivering exceptional customer service during rapid change and company growth?

Choose wisely: What to ask a potential vendor 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.

Let customers choose your business hours 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

First contact resolution: beacon of good support? 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

6 Reasons why every call center should use an integrated ticketing system 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Despite major improvements in other realms of customer service, many companies are using outdated technology and methods for providing customer service over the phone

Taking the long view: agent life cycle 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

You don’t always need call center scripts 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

Tiers for fears: Is tiered support for you? 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

Article

A Zendesk cheat sheet for picking your support solution

Choosing the right support solution for your organisation is no easy task.

Ebook

The value of self-service

Everyone’s busy these days.

Infographic

In good company: expand support beyond customer service

Supporting today’s customers requires an “all hands on deck” approach.

Ebook

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.

Ebook

Happy customers, happy bottom line

Agile customer service.

Guide

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.

Guide

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…