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Text support: get it right the first time

Including text support as part of your multichannel strategy is a great way to provide better…

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3 ways to turn your call center into an experience center 文章

3 ways to turn your call center into an experience center

Cloud-based contact centers, workforce optimization, advanced automation, and AI are the driving forces behind turning call centers into experience centers

Call center scripts: when and how to use them 文章

Call center scripts: when and how to use them

The effectiveness of call center script templates depends on how you use them. Find call center script best practices and learn how to boost support

What everyone should know about integrated phone support 文章

What everyone should know about integrated phone support

Unfortunately, most companies don’t have an integrated solution for phone support. Isn’t it time we shine…

Onboarding a business process outsourcer? Follow the four “Ts” 文章

Onboarding a business process outsourcer? Follow the four “Ts”

If you don’t get your BPO team onboarded quickly, and fully trained on your processes, product, and voice, you risk delivering sub-par service to your customers

All about average handle time 文章

All about average handle time

A customer’s time is precious, and so is yours. Average handle time (AHT) can help companies gauge the strength of their call center and phone support. It's a helpful KPI for both individual agents and the overall company

How Strava cracked mobile support and engagement 文章

How Strava cracked mobile support and engagement

Strava creates fiercely loyal customers using a single, cross-device communication flow. Here's how they do it.

Hold the line—your new hold music has arrived 文章

Hold the line—your new hold music has arrived

At long last, the winning track from our hold music contest is here. Perhaps you thought…

Building real relationships through technology 文章

Building real relationships through technology

Read our customer spotlight on BombBomb to learn why the company switched from Zendesk—and why they came back