A well designed user interface allows agents to answer tickets faster, increasing response times. Here are 10 of our favorite help desk UIs.
Our survey reveals exactly how much customers dislike waiting on hold, and what can be done to prevent their patience from running out.
Customers generally dislike having to deal with customer service on the phone. But what specifically do they dislike? We conducted a survey to find out.
Is Virgin’s use of Google Glass a look into the future of customer service? We spoke with technology experts to find out.
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.
Since launching its training program seven years ago, Dell has increased the number of issues handled per agent by 25%. We reveal their “secrets to success.”
Despite customers saying friendliness is important, McDonalds is addressing “broken” service by addressing issues with speed. We investigated why.
Here’s four reasons why hiring your customers for customer service could be an effective strategy for reducing employee turnover.
This article will explore 4 key considerations organizations should make to decide whether Amazon’s MayDay support model is right for them.
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.
Find out how US Airways enacts proactive customer service by programming their IVR to respond to customers intelligently based upon prior data analysis.
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 this video interview, we discuss why the “Internet of Things” could be the secret to providing more proactive, efficient and cost-effective customer service.
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.