Team management
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Article
2 min read
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
Article
5 min read
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.
Article
4 min read
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
Article
4 min read
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
Article
5 min read
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.
Article
5 min read
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.
Article
8 min read
24/7 Support without 24/7 staff
Providing support around the clock can be very difficult.
Article
9 min read
The four C’s of cherry-picking
Learn the causes and solutions Cherry-picking has a negative connotation.
Article
5 min read
Knowledge management cultivates high-performing teams
The first prospective customer I spoke to after starting at Lessonly was a call center leader.
Article
3 min read
How to set up support tiers
If your company is growing, your organizational structure is probably getting more complicated.
Article
2 min read
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
Article
3 min read
8 support manager skills to develop
Organizations and management structures are always changing.
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