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Article
2 min read

Play nicely in the ticket queue using the Play button or Guided mode

Optimising ticket workflow is top of mind for any customer service manager and becomes even more…

Article
3 min read

Default triggers explained

Triggers are business rules that are automatically executed in response to certain events that have occurred…

Article
2 min read

Community tip: how to set a reminder on a ticket

It’s great to be able to put a ticket on hold but I’m sure you’ve suffered…

Article
7 min read

Top 8 change management models: a comparison guide

8 top change management models and change management definitions

Article
5 min read

Welcome to Showcase: where we shine a light on the intelligent heart of customer experience

Customer experience is now shaping the way companies across the world do business. We’ve seen companies…

Article
7 min read

What is first contact resolution (FCR)? Benefits + best practice

When used wisely, first contact resolution (FCR) can help increase agent efficiency and drive improvements in the customer experience.

Article
9 min read

What exactly is direct selling? | A direct sales explainer

Don’t be so quick to dismiss D2C sales. With more customers shifting online, you need to take advantage of the growing direct selling market.

Article
5 min read

What is a knowledge base? The essential tool you’re missing

Help customers find their own answers by offering a knowledge base – a virtual library of information about your product or service.

Article
19 min read

What is conversational commerce?

Conversational commerce isn’t just a trend – it’s a new way of connecting with customers.

Article
5 min read

Horizontal Experience: what is it and how can companies benefit from it?

It’s no secret that customer experience is now influencing the way many companies operate. Adopting a…

Infographic

Top trends to watch in Healthcare CX

See how leading healthcare companies are transforming their technology to deliver modern, secure experiences across many different stakeholder groups.

Article
4 min read

Revolutionising customer support: Unleashing the power of emerging technologies

In today’s fast-paced digital landscape, businesses are constantly striving to enhance customer support experiences and optimise…

Article
4 min read

The top trends behind manufacturers' CX revolution

Manufacturers are taking the ‘glass half full’ approach to forecasting their performance for the next couple…

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