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Customer Service E-books

Interviews, research and best practices from world leaders in customer support. No sales pitches, just unique insights we collect from your peers to help you provide better customer service.

10 Unique Quality Assurance Templates for Brilliant Customer Service

Quality assurance is a crucial component to delivering top-notch customer service. It’s the practice of making sure that every product or service meets or exceeds a certain standard of quality.

In order to make sure you’re providing beyond-expectation quality, you need a plan or template to follow every time you encounter a customer.

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17 Roads to Improved Quality Assurance with Performance Coaching

What are the actionable steps you can take to get your Quality Assurance to the next level? And what does Performance Coaching have to do with it? In this handy guide, we’ll walk you through the concepts and give you 17 working strategies for improved results.

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Customer Support Agent Empowerment Report

This report provides groundbreaking insights into the minds of the world’s support heroes. We hope this helps you better understand what your agents require to succeed and in turn, develop healthier, more productive customer service teams.

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Quality Assurance Handbook

How and when should you implement customer service quality assurance in your support team? In this handbook, we’ll look at what customer service QA is, why it’s important, how to scale your processes, and more.

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Scaling Success

How 10 of Europe's fastest-growing startups overcame the challenges of scaling and took their customer service to another level

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Operational Efficiency

The leading customer service experts in the e-commerce industry share their tips and best practices for boosting operational efficiency in peak and low periods.

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Interviews with customer support professionals from leading companies, including: