Best practices
Strategies, how-tos, and ideas to inspire you.
Latest stories
Article
11 min read
Deep learning vs. machine learning
Uncover the inner workings of machine learning and deep learning to understand how they impact the tools and software you use every day.
Article
19 min read
11 ways to deliver good customer service: Principles + tips
Good customer service is critical for retaining and acquiring customers. Learn how to meet and exceed customer expectations in our guide.
11 min read
9 tips for providing great social media customer service
Today’s customers expect excellent social media customer service from leading brands. Learn how to win buyers’ hearts on their favorite platforms.
Article
6 min read
What is the difference between chat and messaging?
Chat and messaging are two popular methods to connect with your customers. Learn why different communication methods provide a better customer experience (CX).
15 min read
Inside sales vs. outside sales: What are the key differences?
Learn the differences between inside and outside sales—and the responsibilities, skill sets, and tools for each—so you can adopt the right sales model for your business.
Article
4 min read
11 tips to improve agent productivity and efficiency
Are you ready to take your customer support team to the next level? Follow these tips to boost agent productivity and efficiency.
Article
7 min read
12 types of customers + how to support them
Customer service isn’t one-size-fits-all. Understanding the different types of customers can help you optimize the customer experience and hit your business goals.
Article
13 min read
Call center management: Best practices and top KPIs to elevate operations
Effective call center management helps you keep customers and support agents happy. Here's how to do it right.
Article
14 min read
88 effective call center scripts: Examples + template
Leverage our call center scripts and customizable template to help agents deliver consistent and excellent customer service experiences.
Article
4 min read
Customer service BPO: What is it + do you need it?
Customer service BPOs can help you reach your support goals. Learn what they are and how to determine if they are right for your organization.
Article
7 min read
10 types of customer service you should know
Learn about the 10 customer service types and how you can use them to provide an outstanding customer support experience.
Article
12 min read
How to deal with difficult customers: 13 tips + examples
Understanding how to deal with difficult customers is essential in customer service. Learn how to turn a challenging situation into a great customer experience.
Article
What is proactive customer service? Examples + strategies
Proactive customer service is about anticipating customer needs. Learn how addressing potential issues before they arise can build customer trust.
Article
10 min read
Customer Effort Score simplified + how to measure it
Customer Effort Score is a metric that measures how easily customers get what they need from your company, from checking out to resolving an issue.
Article
9 min read
12 help desk metrics to measure support performance
Here are 12 help desk metrics and KPIs to measure your business's ability to serve customers or employees.
1 min read
Customer Experience Guide
We all know that for any company to succeed, it must first and foremost focus on…
Article
11 min read
Skills-based routing: Definition, process, and best practices
Use skills-based routing to streamline ticket handling and ensure customers speak to the agent best equipped to resolve their problems.
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