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Article
1 min read
How to calibrate your customer service QA reviews
Here’s how to calibrate your customer service QA reviews to make sure all of your reviewers are aligned in providing consistent, helpful feedback.
Article
14 min read
Customer service ROI: How to measure and improve it
Customer service ROI is the total impact of investments in improving support quality and efficiency. Learn how to calculate and improve ROI in this guide.
Article
2 min read
Auto QA: How to automate customer service quality assurance
Automated quality assurance will help define the future of support. Find out what that means, and what Auto QA can do for you.
Podcast
1 min read
Harnessing AI-powered efficiency for deeper customer connection—with Lush’s Naomi Rankin
With their special blend of AI efficiency and a personal touch, Lush is delivering better support for their customers and their business.
Article
Customer service quality assurance job description: Examples
Looking for a customer service quality assurance specialist? Use a job description template and get inspired by real-life examples.
Article
Customer service audit checklist for better CX
A customer service audit is one of the best tools in your toolbox to ensure you offer high-quality support.
Article
9 min read
August integrations have arrived
Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Cobrowse for…
Article
1 min read
What is an IT service desk? Definition + benefits
An IT service desk is a central employee service hub that helps streamline support, boost productivity, and improve job satisfaction. Read to learn more.
Article
100+ best canned responses for live chat: Examples + template
These 100+ live chat canned responses speed up service interactions and support exceptional CX. Get started today with our template.
Article
5 min read
What is digital employee experience? The complete guide
A top-notch digital employee experience can help teams to be more efficient and more satisfied with their jobs, thanks to better internal support.
Article
2 min read
Employee onboarding automation process: What it is + benefits
Learn how your HR teams can leverage onboarding automation to streamline onboarding workflows and processes.
Article
How to measure + improve your Internal Quality Score (IQS)
Internal Quality Score (IQS) reflects your customer service quality. Here’s how to define, measure, and improve it over time.
Article
1 min read
What is artificial intelligence (AI)? A complete guide
Artificial intelligence has transformed business as we know it, particularly CX. Discover how you can use AI to enhance productivity, lower costs, and create better experiences for customers.
Article
9 min read
What are large language models? A complete LLM guide
Discover what large language models are, their use cases, and the future of LLMs and customer service.
Podcast
1 min read
Modernizing the world’s largest service delivery business—with Indigov’s Alex Kouts
By bringing private market efficiency to the public sector, Indigov has reduced average constituent wait times from 80 days to a mere eight minutes.
Article
1 min read
Knowledge base chatbots: What they are, how to build one & how they’re evolving
Knowledge base chatbots are a quick and simple way to implement AI in your customer support. Discover how they’re evolving into more intelligent AI agents and how to build one yourself.
Article
1 min read
What is complaint management? Key steps + tips
Effective complaint management is essential for building lasting customer relationships. Discover how to leverage AI to develop a complaint management process that resolves issues and helps prevent future complaints.
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