Discover, learn, and deep dive into customer service latest trends and best practices


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.

August 11, 2022 by Karina Schack

Quality Assurance

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.

March 22, 2022 by Jean Sébastien Broux

Quality Assurance

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.

February 08, 2022 by Hannah Steiman

Quality Assurance

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.

January 25, 2022 by Jean Sébastien Broux


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.

December 23, 2021 by Jean Sébastien Broux


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?

April 16, 2021 by Amélie Louvet


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!

January 12, 2021 by Craig Stoss


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.

November 10, 2020 by Harry Maxwell


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!

November 03, 2020 by Harry Maxwell


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.

October 04, 2020 by Harry Maxwell


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.

August 18, 2020 by Harry Maxwell


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.

May 14, 2020 by Harry Maxwell


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.

May 13, 2020 by Benoit Gagnon


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.

April 30, 2020 by Harry Maxwell


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.

April 24, 2020 by Harry Maxwell


The Impact of Coronavirus on Customer Service

Coronavirus has now been declared a pandemic by the WHO and, as it continues to spread, more and more countries tighten their domestic and travel policies...

April 15, 2020 by Harry Maxwell

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