Customer support management
The secret sauce to any great customer service and support organization is the team that makes it all possible. Check out our lessons, tips, and philosophies to help you engage and equip your agents so they can have better customer conversations.
Latest stories
Article
7 min read
3 tips for dealing with abusive customers
Learn how to carefully handle abusive customers and support your team in the face of conflict.
Article
6 min read
Making spirits bright: 5 ways to support your CX team during the holidays
When spending is up and inventory is down, it puts extra pressure on customer service teams at a time when ticket volume is already high. Here's how to help your staff through the busiest season of the year.
Article
9 min read
Conversational UX: A beginner's guide (+5 best practices)
Conversational UX is quickly becoming a key ingredient in an exceptional customer experience, but getting started can be difficult. Here’s everything you need to know about conversational UX before you dive in.
Article
6 min read
8 ways to adopt and grow a customer service mindset
How do you ensure that your customer service team understands their role and leads the charge when it comes to driving customer satisfaction and loyalty? The answer: Help them adopt a customer service mindset.
Article
6 min read
Top ways to drive collaboration between support and development teams
Collaboration between CSAs and developers can be difficult at best—and a blocker at worst—which can have disastrous impacts on customer support success metrics. But there's a better way.
Article
5 min read
Customer Service Week: 8 ideas to celebrate on a budget
Customer Service Week is the first full week in October that celebrates the teams on the frontlines of the customer journey. Here's how to celebrate.
Article
5 min read
Give your agents the context they need to solve customer problems
With the right knowledge at their fingertips, agents can spend less time swiveling between tools and more time helping your customers.
1 min read
The agility playbook—how larger firms can score a competitive advantage in CX
If companies weren’t flexing their agility muscles before the pandemic, they certainly are now. In the…
1 min read
The SMB agility playbook—set yourself up for long-term success
This SMB agility playbook is full of original data and actionable insights tailored to the needs of small businesses.
Best practices for conversational customer service
Companies are gravitating towards conversational customer support for the same reasons customers are: it's fast, personal, convenient, and secure.
Article
6 min read
What is agent experience? (+ why it's good for customers, too)
Does a satisfied customer create a satisfied employee? Does a satisfied employee create a satisfied customer?…
Article
8 min read
What does a customer service manager do? Key responsibilities and skills
Learn what it takes to become a successful customer service manager, and get tips from business leaders on how to land the role.
Article
12 min read
Customer self-service: what it is, why it's important, and how to get it right
Customer self-service is a set of tools and resources that allow customers to complete tasks independently. Discover the benefits and more in this guide.
Article
8 min read
Want to be a call center representative? Here's what you need to know.
Find out what you’ll be doing, what qualifications you’ll need, and how much you’ll make as a call center representative.
Article
12 min read
5 examples of bad customer service (and how to be great instead)
Bad customer service is what happens when a company fails to meet customer expectations. Get tips for your team to avoid creating poor customer experiences.
Article
13 min read
The ultimate guide to cloud computing for customer service teams
Learn why it's vital for your support team to take advantage of cloud computing and how to get your team online.
Article
14 min read
What is customer care? Definition, importance, and best practices
Investing in customer care can build lasting brand loyalty and boost customer satisfaction.
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