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.
10 min read

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Empower your customer service by going remote

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?
8 min read
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?
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?
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?
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.
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.
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?
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?
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?
5 min read

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How CSAT score calculators win customer satisfaction

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.
11 min read
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.
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?
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.
10 min read