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6 key strategies to reinforce your CS department during tough economic times

6 key strategies to reinforce your CS department during tough economic times

Customer service extends beyond meeting your customers where they are in the buyers' journey. It now includes anticipating their needs.
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05 Apr 10 min read

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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
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.
08 Feb 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?
01 Feb 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, an Airbnb over the sea, or an office cubicle — what can you expect from a job in customer service?
25 Jan 10 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.
18 Jan 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?
13 Jan 6 min read

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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
The management checklist for transitioning to remote work

The management checklist for transitioning to remote work

As employees worldwide demand greater work flexibility and the right to work from home, is it time you thought about transitioning to remote work?
05 Sep 13 min read