Customer management tips & trends, delivered.

Agent performance plays a central role in delivering quality customer service and building long-term loyalty. Without clear metrics, it’s difficult to know what’s working and

One of the quickest ways to identify operational stress points is to observe how your team handles issues they can’t immediately resolve. Does a clear

Today’s customers expect fast, convenient support—often without needing to contact a human agent. That’s where a customer self-service portal comes in. It gives users on-demand

Let’s be honest: the phrase “knowledge base” doesn’t always inspire excitement. Many of us have encountered KBs that are outdated, hard to navigate, poorly written,

Stepping into a role as Head of Support, VP, or Manager brings a unique opportunity to make a tangible impact. You’re tasked with elevating your

As a Head of Support, VP, or Manager in a Business-to-Business (B2B) company – an organization that sells its products or services primarily to other businesses rather