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Recent Posts

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Our 10 Favorite Help Desk User Interfaces (UIs)

A well designed user interface allows agents to answer tickets faster, increasing response times. Here are 10 of our favorite help desk UIs.

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4 Steps to Creating a Support Ticket That Surfaces Critical Issues

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.

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Advance Your Career With These Customer Service Certifications

Getting a customer service certification can help advance your career and open up new job opportunities. But how do you choose the right one?

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Is It Possible to Intercept Negative Reviews Before They Reach Yelp?

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.

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3 Reasons to Consider a Call Center for Your Next Job

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.

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Social Support #Fail: How Experts Would Fix 8 Twitter Missteps

Our experts identify the 8 biggest social support mistakes companies make on Twitter, and provide steps on how to fix them.

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Why McDonald’s Is Focusing on Speed of Service Over Service With a Smile

Despite customers saying friendliness is important, McDonalds is addressing “broken” service by addressing issues with speed. We investigated why.

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A Zappos Lesson in QA Management

Want to know how Zappos runs its quality assurance program? Find out what secrets they’ve picked up over the years.

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How 5 Women Made It to the Top of Customer Service

We interviewed five women in leading customer service roles for top U.S. companies to find out what they most attribute to their success.

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Video: How Badgeville Uses Its Own Tools to Increase Customer Loyalty

In this interview, Badgeville’s CEO describes how they use their own system in their customer community to increase loyalty.

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How to Empower Your Customer Service Reps, Richard Branson Style

Here are five tactics Virgin Air uses to empower their customer service representatives to provide exceptional experiences, inspired by real stories from customers.

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Shep Hyken Video Q&A: Local Shops Beat National Retailers When Creating Connections with 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.

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Small Businesses Lose Big to the Big Guys When It Comes to Presenting Offers IndustryView | 2013

Small businesses are losing big when it comes to capitalizing on opportunities to upsell and present offers, according to new report.

Top Reasons for Buying Customer Service Software

[Infographic] Top Reasons People Buy or Replace Customer Service Software

Software Advice recently partnered with Desk.com, a Salesforce.com application, to uncover the top reasons companies buy customer service software.

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Customer Service Software BuyerView | 2013

We analyzed interactions with customer service software buyers to determine their top business pain points, reasons for buying, and most-desired features.

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6 Tips to Shift from Reactive to Proactive Customer Service

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.

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The Secret to Call Center Retention and Productivity: Data Analysis and Psychology

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.

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The Great Social Customer Service Race IndustryView | 2013

Lately, few topics have dominated customer service strategy conversations like social media. Have the nation’s top brands caught on to the trend?

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Micah Solomon: The 5 Tenets of Social Customer Service Response Under Fire

Professional speaker and author Micah Solomon shares his advice for tackling one of the biggest challenges facing businesses today—social responsiveness.

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3 Best Practices for Upselling and Cross-selling in Customer Service Interactions

Here are three simple best practices your team can use to effectively upsell and cross-sell in the customer service context.