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

Highlights

How Cocoroco works for candidates

How Cocoroco works for candidates

As a customer service candidate, you might be wondering how Cocoroco works for you. Here’s ...
5 min read
Why are customers so angry? Like, all the time

Why are customers so angry? Like, all the time

Sure, you have a Keep Calm and Carry On mug, but wouldn’t customer service be easier if you actually knew why customers are angry?
5 min read
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 her the freedom she desired.
5 min read
5 things you should never say to angry customers

5 things you should never say to angry customers

Dealing with angry customers can get to the hardiest support agent. The good thing is, it's you who has the power to calm them down.
5 min read
Outsourcing vs remote staffing: what’s best for you?

Outsourcing vs remote staffing: what’s best for you?

As a customer service provider, your goal is to attract and retain customers. So, what’s best - outsourcing or staffing an in-house team?
4 min read
5 tips for travelling as a customer support agent

5 tips for travelling as a customer support agent

Can you really provide customer service from a fancy beach cabana? Technically, yes - if the connection’s good.
6 min read
How customer support improves your communication

How customer support improves your communication

Talking the talk does more than make you a hit at parties, it’s also a vital workplace skill. But how can customer support improve it?
5 min read
What exactly does a customer service agent do?

What exactly does a customer service agent do?

Whether you’re working from home, a jungle treehouse, or a dull grey cubicle, just what can you expect from a job in customer service?
6 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 a career in customer care.
4 min read
7 common customer support recruitment mistakes

7 common customer support recruitment mistakes

Bad hires can cost companies millions. How do you make sure that doesn’t happen to you?
6 min read

Popular

Popular

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
Why are customers so angry? Like, all the time

Why are customers so angry? Like, all the time

Sure, you have a Keep Calm and Carry On mug, but wouldn’t customer service be easier if you actually knew why customers are angry?
5 min read
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 her the freedom she desired.
5 min read