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9 proven strategies to effectively tackle CS staffing shortages

9 proven strategies to effectively tackle CS staffing shortages

How can you effectively address customer service staffing shortages? These nine strategies will keep your CS operations running smoothly — no matter what.
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14 Mar 10 min read

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How does skills-based routing help customer service?

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

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

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

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

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

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?

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

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

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

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Outsourcing customer service: The pros and cons

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

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

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

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