What empathy in customer service really means, plus 50 empathy statements organized by situation and how to use them without sounding like a script.
How to improve call center agent performance with concrete tactics grouped by measurement, coaching, and motivation, plus how AI QA scores 100% of calls.
Coaching is the new management. It is management, leadership, and training all in one. At the end of the day, being a customer support lead
It’s no secret that when it comes to employee retention, customer support as an industry is near the bottom of the pack. Why? The stress
Call center quality assurance (QA) software is a necessity for any modern customer service team. Gone are the days of complicated QA spreadsheets. Teams that
A shift in the market As we are all aware, 2020 was a year like no other. We saw virtually the entire business world take
Raise your hand if you like bad customer service reviews? No one? If you asked 10 customer service managers to write down which KPI is
Most customer support Team Leads today use a series of complicated dashboards and spreadsheets to assess and take action on their team’s performance. Whilst these
There’s a great saying that a perfect product or service doesn’t require customer support. Whilst this seems quite idyllic, it holds some truth when we
On Thursday 30th July, we held our sixth virtual meetup- and second in the Portuguese language- on behalf of our online customer support community Global
As an industry, e-commerce is subject to a rollercoaster of high volume peaks and quiet trough periods. Much like any chaotic amusement ride, most of
Whether its a seasonal shift, product announcement, or a global crisis, chaotic peak periods with influxes of ticket volume are a reality that all support
Not using either? We’ll let you know as soon as we can support your help desk solution.
