As an agent, the ideal customer interaction probably looks something like this: You pick up a call from a frustrated...

One company maintains a small customer support team of 100 people and still manages great resolution times, amazing customer satisfaction,...

You’ll never get a second chance to make a first impression. Your customer onboarding process is that first impression. That’s...

Everyone’s come across horror stories from customer service about that completely unreasonable customer who raged at a poor, beleaguered employee....

You experience massive seasonal spikes in volume. Every year, your team scrambles to hire and onboard new agents during the...

At different points in any given day, a customer service team lead might be delivering coaching and feedback, handling an...