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What is a mobile help desk? 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

The knowledge management system in practice Article

The knowledge management system in practice

A knowledge management system helps people find, contribute to, or benefit from a company's institutional knowledge.

6 tips for creating mobile-friendly emails Article

6 tips for creating mobile-friendly emails

Mobile optimization is an important part of any business success strategy

What we can learn from our veterans about resiliency and connection 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,…

Real heart, enabled by AI: Talking it out with Sibly founder and CEO Moe AlKadi 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…

SMBs can do more with less during times of change 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.

5 of the best knowledge management examples 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

Consumer trends during The Great Reset: How do we want to move forward? 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…

Zendesk is FedRAMP authorized 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

How to start a call center (without breaking the bank) 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.

Text support: get it right the first time 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…

What’s a BPO call center and what does it do? 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

Leading with empathy: What you don’t say is just as important as what you do 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…

How to calculate your customer retention rate 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

Marketing in a crisis looks different today than in the past 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…

6 call center training tips for building an exceptional team of agents 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

Glennon Doyle on why the work of transformation is never done 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…

The keys to excellent internal help desk management 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.

How to navigate the lasting impacts of COVID-19 on customer support 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…

Be a change leader to customer-centricity Article

Be a change leader to customer-centricity

Rowing is one of my passions and I often find myself drawing parallels to the sport…