Discover, learn, and deep dive into customer service latest trends and best practices
Customer Retention: How to Measure It and Improve It
Finding customers is already hard as it is. But keeping them? Now there’s a Herculean challenge! Discover how to measure your customer retention rate and boost it.
Top Tips to Attract the Best Customer Service Talent to Your Company
When you get recruitment right, everyone wins. Agents are committed to their new role, more engaged and productive, better incentivized, and will deliver great and consistent levels of service.
3 Actionable Ways to Improve Customer Satisfaction
Customer satisfaction score (CSAT) is the North star metric for most customer service organizations. Happy customers spend more, and buy again.
Are You Calibrated with Your BPO?
When using a BPO to run your QA program, one common challenge often arises: How do you ensure support tickets are being assessed in a consistent manner across your in-house and outsourced team? Find out.
How to Foster Happy Customer Service Agents that Want to Stay in Your Company
Here are five ways to motivate Customer Service agents and keep them actively wanting to be part of your company’s journey.
6 Customer Service Trends to Watch in 2022
New customer service trends seem to be emerging, especially since digitization took hold and brought more customers to online channels. Discover the top CS trends in 2022.
5 Critical Checkpoints for Startups When Scaling your Customer Service
If your team is struggling to cope with increasing queries, it’s time to scale your operation. Here are five key things you can do to scale customer service in an efficient and profitable way.
What Does it Mean to Be Customer-Centric?
Customer-centric brands are more likely to attract and retain high-value customers. How can you ensure you're putting your customers first?
4 Key Customer Experience Trends 2021
Craig Stoss (Shopify Plus) reveals his predictions and top areas to focus on in 2021 to improve your customer experience strategy and set yourself up for success!
CXellent Ep2: Multi-channel v Omni-channel. What's best for my team?
We're joined by ex-Swapfiets leader, Peter Voor de Wind, to discuss the multi-channel & omni-channel and his best practices when it comes to channel strategy as a whole.
Peak Demand in Customer Support: 18 Best Practices & Strategies
Dealing with high volumes is tough and can be pretty stressful for you and your team. Each leader shares 3 insights on how not let seasonality get the better of them!
CXellent Ep1 ft. Craig Stoss: The Fundamentals of Scaling CX + Support
Come listen to our first ever podcast! We've got insights from Craig Stoss, Escalated Support lead at Shopify, with over 20 years of experience setting up CX and support teams in +30 countries.
Sendcloud stand and deliver for their e-commerce customers
We caught up with our customers, Sendcloud, to discuss all things scaling, demand and stress in this crazy time. Read how they doubled the size of their team in a matter of weeks and continued to provide excellent support despite having to work from home.
Report: Effect of Covid-19 on Agents
A first, 'big' picture evaluation of the effects of the crisis on customer service teams - agents in particular. We aim to give you more clarity when it comes to how your people are feeling and how their productivity and motivation has been affected.
Templates: The Trade-Off Between Customer Satisfaction and Efficiency
All teams should have a way of measuring whether their template usage is paying off. Unfortunately, only a few solutions allow you to do a deep dive into your template usage data against KPIs.
Coronavirus: Implications on - and Solutions for - Customer Service Teams
For most customer service teams, remote working will continue for the foreseeable future. Because of Coronavirus, teams are having to deal with potential layoffs, difficulty coordinating teams and juggling work and meetings. So, here are some ways in which you can take control of the situation.
Coronavirus: How to Keep Your Customer Service Team Motivated & Healthy
Getting adjusted to our new reality has felt like a full-time job all on its own. So, how can you keep your customer service team motivated & healthy? Here are some guidelines you can follow.