Customer support management

The secret sauce to any great customer service and support organization is the team that makes it all possible. Check out our lessons, tips, and philosophies to help you engage and equip your agents so they can have better customer conversations.

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Customer service definition, skills, and important principles for 2021

Deconstructing customer service: what it is, why it matters, who is responsible for it, and how you can use it to build relationships

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Customer self-service: A guide to helping your customers help themselves 文章

Customer self-service: A guide to helping your customers help themselves

What is customer self-service, and how can you create an excellent self-service experience? This guide will give you the answers you need.

The ultimate guide to call centers 文章

The ultimate guide to call centers

Whether you want to become a call center agent or start your own call center, here's everything you need to know before you get started.

Want to be a call center representative? Here’s what you need to know. 文章

Want to be a call center representative? Here’s what you need to know.

Find out what you’ll be doing, what qualifications you’ll need, and how much you’ll make as a call center representative.

5 examples of bad customer service (and how to be great instead) 文章

5 examples of bad customer service (and how to be great instead)

Bad customer service is what happens when a company fails to meet customer expectations. Get tips for your team to avoid creating poor customer experiences.

The ultimate guide to cloud computing for customer service teams 文章

The ultimate guide to cloud computing for customer service teams

Learn why it's vital for your support team to take advantage of cloud computing and how to get your team online.

The best templates for dealing with angry customers via email, phone, and chat 文章

The best templates for dealing with angry customers via email, phone, and chat

Not sure what to say to calm down an angry customer? Here’s how agents can respond to upset customers and diffuse tension across channels.

A guide to putting the “care” back in customer care 文章

A guide to putting the “care” back in customer care

Caring for customers means treating your audience the way they want to be treated.

How to set SMART goals for customer service 文章

How to set SMART goals for customer service

The road to unhappy customers is paved with vague intentions. Okay, so that’s not precisely how…