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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…
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