Best practices
Strategies, how-tos, and ideas to inspire you.
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Article
15 min read
What is conversational AI? How it works, examples, and more
Learn how conversational AI is transforming CX and how you can use it to benefit your business, agents, and customers.
26 min read
52 effective sales email templates (+ writing tips)
Increase your chances of success with these sales email templates that cover every stage of the pipeline, from prospecting to closing.
Article
10 min read
Knowledge-centered service (KCS): The basics + benefits
Knowledge-centered service is a philosophy that leverages the knowledge management process to improve team customer service and organizational productivity. Learn more below.
Article
5 min read
What is call center workforce management?
In a call center, workforce management is a set of processes used to optimize productivity and reduce risk. Learn why this is so important in our guide.
Article
19 min read
5 powerful sales strategies, examples, and best practices
Here’s a five-step approach to creating a sales strategy that attracts, converts, and retains customers.
Article
12 min read
What is a chatbot? + How they work
Chatbots are AI solutions that simulate human-like conversations to deliver 24/7 support and give service teams time back for higher-value tasks.
Article
12 min read
How to create a customer experience map: Step-by-step guide
Use this guide to create a customer experience map that gives your team the insights it needs to deliver excellent CX.
Article
11 min read
Customer service outsourcing: Pros and cons + guide
Customer service outsourcing can provide the boost you need to improve your customer experience. Learn how to outsource customer service in our guide.
Article
12 min read
Customer service reports: A complete guide + 6 metrics to track
Customer service reports can help your organization deliver an outstanding customer experience time after time. Discover key metrics and how to implement them.
Article
What is interactive voice response (IVR)? A complete guide
IVR technology can be a game changer for call centers. Discover what an IVR system is and how it improves phone support.
Article
10 min read
What is customer value? Definition, formula, and importance
Customer value is how much a product or service is worth to a customer. Here’s how companies can enhance their value to improve the customer experience and increase satisfaction.
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.
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