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How does skills-based routing help customer service?
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?
09 Jun
7 min read
5 ways to get the best out of your remote team
Remote customer service is on the rise. But how do you make sure your team is ready?
02 Jun
9 min read
How customer service skills can help boost your career
Experience in customer support is the best training you can get to advance professionally. But what transferable skills can you actually learn?
31 May
7 min read
The pocket dictionary of remote customer service
All the remote customer service metrics, definitions, acronyms, and commonly used terms in an easy-to-read glossary.
27 May
4 min read
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.
24 May
6 min read
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?
19 May
5 min read
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?
17 May
6 min read
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?
12 May
5 min read
Studying abroad in Europe? Get a job in your own language
Are you an international student looking for work abroad? A bilingual job in remote customer service might be the perfect choice for you.
10 May
5 min read
Popular
How can chatbots improve customer service?
We're in an era of speed, from instant messaging and same-day deliveries to online...
Call centre management best practices for 2023
Improving call centre performance isn’t a one-time challenge. Customer experience is a...
Utilisation vs occupancy in customer service
Whether your customer service operation is in-house, business process outsourcing (BPO)...
How CSAT score calculators win customer satisfaction
Every business needs to know how its products and services are being received in the...
Popular
How can chatbots improve customer service?
We're in an era of speed, from instant messaging and same-day deliveries to online...
Call centre management best practices for 2023
Improving call centre performance isn’t a one-time challenge. Customer experience is a...
Utilisation vs occupancy in customer service
Whether your customer service operation is in-house, business process outsourcing (BPO)...
How CSAT score calculators win customer satisfaction
Every business needs to know how its products and services are being received in the...
Outsourcing customer service: The pros and cons
Your customer service provision. This post looks deeply into outsourcing customer service – including the pros and cons.
31 Oct
11 min read
How to succeed at remote performance management
Performance management for remote workers is a catchphrase for every business these days. But what is it and how can you do it well?
24 Oct
10 min read
8 common challenges of managing a remote team
What are the challenges of managing remote employees? Our guide to virtual team management will help you lead your remote employees with confidence.
17 Oct
10 min read
13 Customer experience KPIs to track in 2023
In a competitive ecommerce market, which customer experience metrics can differentiate your brand from competitors and help you win customer loyalty?
10 Oct
15 min read