Best practices
Strategies, how-tos, and ideas to inspire you.
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Article
8 min read
What is a contact center? Definition, types, and use cases
Establish a flexible, dynamic contact center to drive customer loyalty and improve agent efficiency.
Article
10 min read
17 common types of customer needs (+ how to meet them)
Understanding customer needs is essential for building loyalty and driving business growth. Explore the most common types of customer needs and discover strategies to meet them in this comprehensive guide.
Article
13 min read
What is a customer success manager, and what do they do?
Learn the key responsibilities of the customer success manager role.
Article
10 min read
What is call listening? A guide for 2024
Use call listening to monitor customer conversations, provide high-quality service, and support agent growth.
Article
7 min read
What is an enterprise help desk? 6 big business benefits
Provide excellent support experiences at scale, improve productivity, and streamline your operations with an enterprise help desk.
Article
19 min read
Customer onboarding guide: 11 templates + best practices
Customer onboarding teaches new customers the value of your product or service. Use our customer onboarding templates to set customers up for success.
Article
9 min read
13 strategies for scaling customer support teams successfully
One challenge of growing a business is ensuring your customer service stays consistent. Learn how to scale your customer support without sacrificing quality.
Article
10 min read
What is a help desk? Definition, benefits, and functions
Effective help desks keep your customers happy and your employees productive. Learn more below.
Article
6 min read
Content management vs. knowledge management: Key differences
Learn how to blend content management and knowledge management to improve your customer experience.
Article
16 min read
What is knowledge management? A guide for 2024
Knowledge management is critical for collecting and distributing information efficiently. Create your knowledge management process using these strategies.
Article
8 min read
Customer retention rate + formula: A guide for 2024
The customer retention rate tallies the number of customers a company retains over time. Learn more about customer retention and how to calculate it.
Article
7 min read
Call center training: The essential guide for 2024
Call center training enhances agent development and productivity to make customers happier. Explore our guide for tips and download our training template for call centers.
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Article
12 min read
Top 10 change management models: A comparison guide
Adapting to change can be easy. Learn about the top 10 change management models and methodologies to help your team successfully navigate organizational shifts.
Article
12 min read
15 call center resume examples, tips, and templates
Create a winning call center resume and stand out from the crowd with these tips, tricks, and examples.
Article
20 min read
Loyalty programs: How they work, tips, and examples
Loyalty programs can encourage customers to continue purchasing from your brand. Learn why that’s important and explore examples you can emulate.
Article
7 min read
18 call center tips for delivering exceptional customer service
Follow these call center tips to improve customer satisfaction, reduce agent burnout, and boost productivity.
Article
10 min read
Churn rate: What it is + how to calculate it
Customer churn rate is a key metric for businesses looking to scale. Learn how to calculate it and ways to reduce it in our guide.
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