Best practices
Strategies, how-tos, and ideas to inspire you.
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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.
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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.
Article
11 min read
What is average handle time (AHT) and how do you calculate it?
Average handle time (AHT) is a customer service metric that measures the average length of a customer's call. Use it to improve operational efficiency.
Article
9 min read
Customer service objectives: 7 objectives you can copy
Customer service objectives align agents with department goals to provide the best service. Create effective objectives with advice from industry leaders.
Article
9 min read
21 customer service KPIs every support team needs to track
Customer service KPIs can provide insight into the effectiveness of your customer support. Discover the 21 most important metrics to track below.
Article
3 min read
How to get hold music for your business
The right phone hold music keeps customers entertained while they wait for an agent. Learn how to get hold music for your business in our guide.
Article
1 min read
Support operations: An introductory guide for 2024
Learn how support operations teams provide customer service agents with the tools and processes to improve efficiency and productivity.
Article
8 min read
Support tiers: The 5 levels + how to set them up
An effective support tier structure is critical to optimize customer experience and employee retention. Learn about the five levels and how to implement them.
Article
7 min read
First reply time: 9 tips to deliver faster customer service
First reply time refers to how quickly an organization can respond to a customer. Learn how to measure, track, and improve this crucial metric in our guide.
1 min read
How to improve your sales process
A good sales process is the foundation of any successful sales organization. And just like in…
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
8 min read
What is first contact resolution (FCR)? Benefits + best practices
When used judiciously, first contact resolution can help increase agent efficiency and improve your customer experience.
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