A well designed user interface allows agents to answer tickets faster, increasing response times. Here are 10 of our favorite help desk UIs.
I spoke with support center experts to discover how your company can design a more effective support ticket that will help you squelch issues before they become crises.
Getting a customer service certification can help advance your career and open up new job opportunities. But how do you choose the right one?
Bad Yelp reviews can have a significant impact on your company’s revenue. Here are four ways to prevent negative reviews from ever hitting the Web.
Have you ever considered working in a call center? It’s probably different than you think. Here we look at three compelling reasons to consider call center employment.
Our experts identify the 8 biggest social support mistakes companies make on Twitter, and provide steps on how to fix them.
Despite customers saying friendliness is important, McDonalds is addressing “broken” service by addressing issues with speed. We investigated why.
Want to know how Zappos runs its quality assurance program? Find out what secrets they’ve picked up over the years.
We interviewed five women in leading customer service roles for top U.S. companies to find out what they most attribute to their success.
In this interview, Badgeville’s CEO describes how they use their own system in their customer community to increase loyalty.
Here are five tactics Virgin Air uses to empower their customer service representatives to provide exceptional experiences, inspired by real stories from customers.
In a recent study on the customer experience of ten retail stores, local shops beat big business when it came to creating lasting connections with customers.
Small businesses are losing big when it comes to capitalizing on opportunities to upsell and present offers, according to new report.
Software Advice recently partnered with Desk.com, a Salesforce.com application, to uncover the top reasons companies buy customer service software.
We analyzed interactions with customer service software buyers to determine their top business pain points, reasons for buying, and most-desired features.
The default approach to service is resolve issues as they arise. But Imagine if you could proactively reach the customer before they even knew there was a problem.
Gamification and incentives can only go so far. Learn how call centers are using data and psychology in new ways to address these retention issues.
Lately, few topics have dominated customer service strategy conversations like social media. Have the nation’s top brands caught on to the trend?
Professional speaker and author Micah Solomon shares his advice for tackling one of the biggest challenges facing businesses today—social responsiveness.
Here are three simple best practices your team can use to effectively upsell and cross-sell in the customer service context.