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Skills-based routing is the quickest way to achieve customer service excellence. But what is it exactly, and why is it so good for business?

Remote customer service is on the rise. But how do you make sure your team is ready?

All the remote customer service metrics, definitions, acronyms, and commonly used terms in an easy-to-read glossary.

First contact resolution is linked to customer satisfaction and reduced customer churn. But how do you actually improve your FCR?

Customers want expert help, instant support, and a painless first contact resolution. But how much does FCR matter in customer service?

Remote teams are diverse by nature. But how do you create a more diverse workplace and what can cultural diversity do for your customers?