Best practices
Strategies, how-tos, and ideas to inspire you.
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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.
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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
Top 11 call center skills every agent needs
Great call centers start with hiring agents with the right call center skills. Here are the personal qualities and technical skills agents should possess.
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
11 min read
What’s a BPO call center, and what does it do?
If your business doesn’t have the bandwidth to handle all your inbound and outbound calls, it may be time to let a BPO call center step in.
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.
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