The latest edition of the State of Service report captures a year of pivotal change for customer service. But its findings also signal the priorities of service leaders who are building a brighter 2021.
Self-service is a powerful tool for customers during a time of crisis. To ensure your self-service channels make the biggest impact, here’s what you can do quickly.
With employee experience (EX) increasingly recognised as a key ingredient of CX, how your team feels in their job is not something you can afford to ignore. We look at how you can create a happy workforce.
Training and development is an ongoing process for any employee but here are four actions a customer service manager should take to give new reps the best possible start.