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Best practices

Strategies, how-tos, and ideas to inspire you.


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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…

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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
12 min read

Customer success: A guide to what it is and why it matters

Customer success is all about ensuring buyers reach their goals. Create a customer success strategy to increase retention and help your business thrive.

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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Article
8 min read

Ticket deflection: Enhance your self-service with AI

Boost customer satisfaction and enable your customer support agents to accomplish more with an effective ticket deflection strategy.

Article
11 min read

Ticket escalation: What it is + 8 ways to manage it

Proper ticket escalation is key to solving customer issues promptly. Learn how it works and why a dedicated escalation process is important for your business.

Article

Customer service management: Key benefits and strategies

Effective customer service management can improve customer loyalty and employee retention. Read along to learn its benefits, how to implement it, and more.

Article
20 min read

Customer service cover letter examples and tips

Use our customer service cover letter examples to stand out from your competition and set yourself up for success.

Article
3 min read

Multilingual customer support: What it is + 5 tips to execute

Providing multilingual support is key to casting a wide net in the marketplace and establishing a diverse, loyal customer base.

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