Productivity

5 Innovative Customer Service Ideas for Managers

5 Innovative Customer Service Ideas for Managers

Still getting used to leading a modern customer service team, a largely distributed workforce, adjusting to the ‘new normal’? Chances are your customer service team is too; most agents can’t just...

Decision Trees 101: How Your Support Team Can Benefit

Decision Trees 101: How Your Support Team Can Benefit

Do you know how much time your support team wastes each year finding answers to complex customer questions? Inefficiency costs companies more than you might realize: 516 million hours each year from...

3 Tips to Avoid Common Knowledge Management Mistakes

3 Tips to Avoid Common Knowledge Management Mistakes

Every contact center knowledge manager I’ve met knows the frustration of selling an IT initiative up the ladder only to have it rejected. You spend hours speaking to different vendors, comparing...

Contact center statistics you need to succeed in 2021

Contact center statistics you need to succeed in 2021

Customer service orgs are under pressure. High volumes, distributed teams, yet same expectations for efficiency. As a natural response, digital transformations are accelerating across the industry,...

5 Innovative Customer Service Ideas for Managers

5 Innovative Customer Service Ideas for Managers

Still getting used to leading a modern customer service team, a largely distributed workforce, adjusting to the ‘new normal’? Chances are your customer service team is too; most agents can’t just...

Too Many Support Tickets? Why Better Knowledge is Key

Too Many Support Tickets? Why Better Knowledge is Key

As your support tickets keep coming in, wouldn’t it be nice to use knowledge to deflect a few requests? It took us 20 minutes to find this post on Reddit and yet companies take years to realize that...