Oct
23

10/23/2023       By: Natalya Bucuy

Mistakes happen. Agent mistakes in customer service can have a significant impact on both the business and its reputation. Agents may unintentionally provide incorrect information, misunderstand custo...

Sep
01

09/01/2023       By: Michael Kansky

Table Of Contents Key TakeawaysIntroduction to customer service outsourcingThis is a chapter in our Ultimate Guide to Customer Service Outsou...

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, ...

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 ser...

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
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, ...

Feb
01

02/01/2023       By: Natalya Bucuy

In 2023, live chat software is a must for any business. Why? Because benefits of live chat is endless. If technologically-advanced aliens sent a spaceship to Earth, one of the first things they would...