What is First Contact Resolution? 6 Best Practices to Transform Customer Interactions
As an agent, the ideal customer interaction probably looks something like this: You pick up a call from a frustrated...
Articles by Nouran Smogluk
How to Organize and Structure a Customer Service Team
One company maintains a small customer support team of 100 people and still manages great resolution times, amazing customer satisfaction,...
From Sign-Up to Success: How To Create Great Customer Onboarding Experiences
You’ll never get a second chance to make a first impression. Your customer onboarding process is that first impression. That’s...
6 Steps To Handle Difficult Customer Conversations
Everyone’s come across horror stories from customer service about that completely unreasonable customer who raged at a poor, beleaguered employee....
Should You Outsource Customer Service? (Pros & Cons)
You experience massive seasonal spikes in volume. Every year, your team scrambles to hire and onboard new agents during the...
The Top 6 Skills Every Customer Service Team Lead Should Have
At different points in any given day, a customer service team lead might be delivering coaching and feedback, handling an...