8 epic first contact resolution tips and how to implement them

8 epic first contact resolution tips and how to implement them

Want to work faster and more efficiently? As a remote customer service representative, these best practices can help you boost your FCR.
6 min read

Highlights

A day in the life of remote customer support agent Natasha

A day in the life of remote customer support agent Natasha

Meet Natasha, a digital nomad based in Sri Lanka, whose remote customer support job gave ...
5 min read
How to get started as a remote support agent

How to get started as a remote support agent

That warm, fuzzy feeling you get from helping others isn’t static electricity. It could be ...
4 min read
What are the top customer support trends for 2022?

What are the top customer support trends for 2022?

With the era of the digital native hastening massive changes in customer support, we focus ...
6 min read
8 ways to boost FCR in customer service

8 ways to boost FCR in customer service

First contact resolution is linked to customer satisfaction and reduced customer churn. But how do you actually improve your FCR?
5 min read
What is FCR and why does it matter so much?

What is FCR and why does it matter so much?

Customers want expert help, instant support, and a painless first contact resolution. But how much does FCR matter in customer service?
6 min read
How to improve your CSAT score in customer service

How to improve your CSAT score in customer service

Is ‘never say no to a customer’ enough to boost your customer satisfaction score as an agent? Or is there more to it?
5 min read
Studying abroad in Europe? Get a job in your own language

Studying abroad in Europe? Get a job in your own language

Travelling abroad to study is exciting.  Whether you’re an exchange student, Fulbright scholar, or paying your way, moving to a foreign country will introduce you to new experiences.  Be they adapting to a different culture, trying out exotic ...
5 min read
5 customer service job myths that simply aren’t true

5 customer service job myths that simply aren’t true

Fact: you can build a legitimate career in customer service. But why are there so many myths around customer support jobs?
4 min read
Why does cultural diversity matter in customer support?

Why does cultural diversity matter in customer support?

Remote teams are diverse by nature. But how do you create a more diverse workplace and what can cultural diversity do for your customers?
5 min read
From call centre to customer support: a brief history

From call centre to customer support: a brief history

What was customer service like in the 80s compared to today? And how can you improve it in the coming decade?
7 min read
Why you should stop rushing your agents over average handling time

Why you should stop rushing your agents over average handling time

Average handling times are considered a KPI for solid customer support. But does focusing on an agent’s AHT do your customers a service?
4 min read
7 mistakes all customer service agents have made

7 mistakes all customer service agents have made

The best thing about mistakes is learning from them. So how do you avoid making the most common service errors in customer service?
5 min read

Popular

Popular

Studying abroad in Europe? Get a job in your own language

Studying abroad in Europe? Get a job in your own language

Travelling abroad to study is exciting.  Whether you’re an exchange student, Fulbright scholar, or paying your way, moving to a foreign country will introduce you to new experiences.  Be they adapting to a different culture, trying out exotic ...
5 min read
5 customer service job myths that simply aren’t true

5 customer service job myths that simply aren’t true

Fact: you can build a legitimate career in customer service. But why are there so many myths around customer support jobs?
4 min read
Why does cultural diversity matter in customer support?

Why does cultural diversity matter in customer support?

Remote teams are diverse by nature. But how do you create a more diverse workplace and what can cultural diversity do for your customers?
5 min read
From call centre to customer support: a brief history

From call centre to customer support: a brief history

What was customer service like in the 80s compared to today? And how can you improve it in the coming decade?
7 min read