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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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5 customer service job myths that simply aren’t true

5 customer service job myths that simply aren’t true

Fact: you can build a legitimate career in customer service. But why are there so many myths around customer support jobs?
05 May 4 min read
Why does cultural diversity matter in customer support?

Why does cultural diversity matter in customer support?

Remote teams are diverse by nature. But how do you create a more diverse workplace and what can cultural diversity do for your customers?
03 May 5 min read
From call centre to customer support: a brief history

From call centre to customer support: a brief history

What was customer service like in the 80s compared to today? And how can you improve it in the coming decade?
29 Apr 7 min read
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?
19 Apr 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?
12 Apr 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?
05 Apr 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.
29 Mar 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.
15 Mar 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?
15 Feb 4 min read

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6 ecommerce customer experience trends for 2023

6 ecommerce customer experience trends for 2023

Ecommerce customer experience trends can boost your sales and help your brand succeed in a competitive digital market. But which ones matter in 2023?
03 Oct 13 min read
Listening with intent to understand can help you grow

Listening with intent to understand can help you grow

What’s the difference between listening to respond vs listening to understand? Master these easy techniques to benefit your personal and professional growth.
26 Sep 12 min read
The difference between contact centre and call centre deliverables in customer service

The difference between contact centre and call centre deliverables in customer service

What’s the key difference between contact centre and call centre objectives for your business needs? And how is remote customer support changing the game?
19 Sep 10 min read
The guide to scaling customer support at every business level

The guide to scaling customer support at every business level

If you’re doing all the right things, your customer base is likely growing. Is it time you thought about scaling customer support for your business?
12 Sep 14 min read