Call Center
20 Tips for Call Center Customer Service Etiquette
As your first point of contact for customers and your company, your call center agents must be professionally skilled at…
Contact Management: 7 Best Practices for Small Businesses
Let me make this plain; no business can survive without new-age, smart tools to manage its vital business processes. Contact…
Top 10 Benefits of Cloud Telephony for Small Businesses
Business thrives on effective communication. It’s easy to become disoriented when there are so many internal and external communication channels.…
Customer Service
How to Use Positive Language in Customer Service
‘I cannot help you with that.’ ‘I see the issue, let’s see what we can do.’ If you were a…
Developing a Customer Feedback System for Success
Gather, share, and implement customer feedback to help your business grow…. That’s a terrific idea! Your customers tell you who…
20 Customer Service Tips for the Financial Services Industry
Customer service may vary from industry to industry, but the fundamental basics are the same—to provide the best level of…
Help Desk Software
The Benefits of Single Sign-on for Your Help Desks
Switching platforms while resolving customer queries can be hectic and time-consuming for both the agents and the customers. Single sign-on…
Ticket Tagging Automation To Improve Your Customer Support
Automatic ticket tagging is a method of scanning incoming ticket descriptions in order to group them around keywords that provide…
A Complete Guide to SLA Management and Best Practices
A service level agreement is a set of agreed-upon regulations or contracts under which one party has promised to offer…
Knowledge Management
How to Prevent Employee Knowledge Hoarding in the Workplace
Managing the office scrooge ‘Hoarding’! The word conjures up an image of a gnarly old Grinch stooped over a table…
The Different Types Of Knowledge Management Systems: Pros, Cons, And Everything In Between
Let’s Dive in Any IT system that saves and retrieves knowledge to increase understanding, collaboration, and process alignment is referred…
10 Ideas to Improve Knowledge Management in the Contact Center
The core of a company’s success depends on the knowledge management system they’ve integrated for customer service. The knowledge that…
Learning Management
9 Employee Learning Strategies to Optimize Workplace Success
Any successful organization needs an efficient and motivated workforce. Efficient staff translates into increased outputs, happy customers, and healthy bottom…
Why do we need an LMS for banking and finance?
The banking industry is undergoing tremendous transformations. Financial services, internal procedures, and most crucially, the customer experience are being changed…
10 Best Ways To Track Training Data In Your LMS
You’ve got the Learning Management System (LMS) up and running, and now you’ve got these questions. Are my employees benefiting…
Service
Using Instagram for Customer Service
The picture hub of the millennial and gen Z is Instagram. It has become more than just a photo-sharing platform.…
Service Desks vs Help Desks: What Are They and Why Are They Important?
What is a service desk? According to ITIL’s definition, a service desk is a single point of contact between the…
Top 5 Key Factors That Influence Customer Satisfaction
You got your order on time but there is an issue with the order. You contact the customer support team…
Ticket Management
Why You Should Invest in an Email Ticketing System?
Do you know which of the emails are high on priority? Can you check the customer’s previous communication history in…
AI Ticketing Software: What are the Benefits And Why You Need It
Today we are surrounded by the brilliance of artificial intelligence. Take a look around. From coffee makers, and voice-enabled gadgets…
7 Benefits of Ticket Merging
One of the major tasks of customer support in a company is resolving customer issues or queries completely without them…