Mastering change management
See how you can master change management, a structured approach to organising people, processes and technology in order to smoothly implement change within a company
Why AI will transform how customer service teams work
Visionaries in the field of artificial intelligence in customer service see radical changes on the horizon, with a tipping point lying just a few years in the future
Onboarding a business process outsourcer? Follow the four “Ts”
Let’s say you need more customer support reps.
Three things to keep in mind when recruiting customer service agents
Finding the right customer service agents is a difficult task.
What to consider before you offer global support training
As companies expand their support operations to provide customer service from multiple regions, they are faced with the challenge of maintaining consistent support from each of those regions
Stairway to success: How to grow in your support role
Esperanza “Zsa” Trias has leadership in her blood; after all, her great-grandfather, Mariano Trias, was the first de facto vice president of the Philippines.
Skills-based routing: Route your way to success
Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing
De-stress the change management process
Change management might be needed for all sorts of reasons, such as an implementation of a new technology, transition to a new strategy, or an organizational change
Be the type of tech support team you want to interact with
When code breaks down inside a product, the result is a telephone ringing or the quiet ping of a new email notification at that company’s support center.
All about average handle time
A customer’s time is precious, and so is yours. Average handle time can help companies gauge the strength of their call center and phone support.
The four C’s of cherry-picking
Learn the causes and solutions Cherry-picking has a negative connotation.
Knowledge management cultivates high-performing teams
The first prospective customer I spoke to after starting at Lessonly was a call center leader.
Time to build a support operations team
What’s the key to delivering exceptional customer service during rapid change and company growth?
How to set up support tiers
If your company is growing, your organizational structure is probably getting more complicated.
Are your customer service representatives happy?
It's not always easy to tell if customer service representatives are happy or not - but you can figure it out with Agent Satisfaction (ASAT) surveys and by measuring agent performance
Growth requires change
Learn to read the signs and scale for it early Company growth yields many opportunities and challenges.
Be a good neighbor, become a good business with CSR
When we started our corporate social responsibility (CSR) journey seven years ago, we were small and scrappy: approximately 60 employees.
The best customer support metrics to highlight your team’s performance
By measuring key customer support metrics alongside and against each other, support leaders get a full view into the customer experience