Maximise your customer service hiring efficiency: Proven tactics to streamline recruitment and reduce costs
Imagine your business is facing an unprecedented influx of customer inquiries, and your team is struggling to keep up with the demand.
28 Apr
8 min read
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The value of humans in customer service
With the advance of machine learning, automation, and conversational AI, what does the future look like for humans in customer service?
14 Jun
8 min read
Empower your customer service by going remote
There's one trick to delivering great customer service: you have to give customers what they want. But how can going remote help you do that?
10 Jun
8 min read
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
Popular
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Popular
The 2023 guide to call centre outsourcing vendors
However large or small your business, customers are your top priority. Diligent support...
The top retail customer experience trends for 2023
As ecommerce continues to soar, customer experience (CX) is now at the forefront of...
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
Tweaking call centre utilisation and occupancy rates correctly can drastically improve productivity while decreasing churn in your customer service effort.
14 Nov
8 min read
How CSAT score calculators win customer satisfaction
The CSAT score formula is a powerful metric that pulls your business ahead of competitor brands and can help you win the race for customer satisfaction.
07 Nov
11 min read
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