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Article What is a mobile help desk?
Mobile help desk software can give agents the tools they need to do their job from anywhere with an internet connection
Article The knowledge management system in practice
A knowledge management system helps people find, contribute to, or benefit from a company's institutional knowledge.
Article 6 tips for creating mobile-friendly emails
Mobile optimization is an important part of any business success strategy
Article What we can learn from our veterans about resiliency and connection
Aided by the Coronavirus pandemic, the U.S. is bracing for a mental health crisis that was,…
Article Real heart, enabled by AI: Talking it out with Sibly founder and CEO Moe AlKadi
I had the pleasure to sit down with Moe AlKadi, co-founder and CEO of Sibly, and…
Article SMBs can do more with less during times of change
Few have felt the impacts of COVID-19 more than small businesses. But there are opportunities to build a CX response that punches above your weight.
Article 5 of the best knowledge management examples
Here are our favorite knowledge management examples and perhaps the kind of knowledge base your company will want to develop
Article Consumer trends during The Great Reset: How do we want to move forward?
As governments and businesses talk about how to open back up after shelter-in-place orders, there’s a…
Article Zendesk is FedRAMP authorized
Zendesk takes security very seriously—just ask the Fortune 100 and Fortune 500 companies that trust us with their data
Article How to start a call center (without breaking the bank)
What is a call center? Defined, it's a team of customer service agents that responds to incoming calls about customer issues. Here's how to start one.
Article Text support: get it right the first time
Including text support as part of your multichannel strategy is a great way to provide better…
Article What’s a BPO call center and what does it do?
If your business doesn’t have the bandwidth to adequately handle all your inbound and outbound calls, you may want to consider outsourcing. Read on to learn how a BPO call center can step in
Article Leading with empathy: What you don’t say is just as important as what you do
Early in the COVID-19 outbreak, it was comforting to say, “We’re all in this together.” What…
Article How to calculate your customer retention rate
Churn rate can be a key metric to guide and improve a company's customer retention strategy and figure out its customer retention rate
Article Marketing in a crisis looks different today than in the past
During a crisis, when the unknown is immense and the only constant is change, the natural…
Article 6 call center training tips for building an exceptional team of agents
Here are six call center training tips to ensure your agents can deliver a positive, helpful customer experience
Article Glennon Doyle on why the work of transformation is never done
In the New York Times bestseller and Reese Witherspoon Book Club pick Untamed, Glennon Doyle recalls…
Article The keys to excellent internal help desk management
These internal help desk management tips can help set up harmonious employee and user expectations around help desk response times.
Article How to navigate the lasting impacts of COVID-19 on customer support
Forget what you think you know about customer support, for now. In just a few short…
Article Be a change leader to customer-centricity
Rowing is one of my passions and I often find myself drawing parallels to the sport…