Sep
01

09/01/2023       By: Michael Kansky

In this article, we’ll explain all key customer service outsourcing statistics you’ll need to know to make an informed decision on whether to outsource your organization’s customer service ...

Aug
03

08/03/2023       By: Natalya Bucuy

Table Of Contents How to Benchmark Customer ServiceWhy is customer service benchmarking important?Customer Service Benchmarks to Track 1. Re...

Jul
27

07/27/2023       By: Brandon Stillwell

Deciding whether to adopt a chatbot as part of your customer service plan can be intimidating. Will customers use it? Will the quality of my customer service suffer? What about operational cost savin...

Jul
20

07/20/2023       By: Natalya Bucuy

Let’s be honest, if we created a list of the “X Best Help Desk Software,” whatever we put on the list would be biased, unfit for the specific needs of business leaders, or both. And so instead, ...

Jul
12

07/12/2023       By: Brandon Stillwell

First call resolution (FCR) is one of the most important customer-service metrics. Especially so for businesses handling a substantial number of customer-service inquiries. It’s a good indication of...

Jun
23

06/23/2023       By: Brandon Stillwell

Is there anything more frustrating than waiting on hold? Delayed customer service is a headache for both customers and service representatives alike. The longer it takes for a customer to receive serv...

Jun
14

06/14/2023       By: Natalya Bucuy

Live customer service is a tradition businesses try to hold on to in the digital age. And for a good reason.  When it comes to conversations about technology in business, we often jump to ext...

May
17

05/17/2023       By: Brandon Stillwell

Today’s consumers have never had more choices when it comes to product or service providers. This means that a solid customer support team is even more important when it comes to attracting and reta...

May
16

05/16/2023       By: Natalya Bucuy

“Thank you for your patience” is one of those phrases every customer has heard at one point or another. And, of course, a phrase every customer service agent has used.  As Frankli...

May
08

05/08/2023       By: Natalya Bucuy

Ask members of any customer support team about their jobs and difficult customer service situations will surely come up. The customer service industry is full of difficult customer examples. And so, ...