The Customer Service Playbook
Everything you need to know about building and managing successful support operations is in this Customer Service Playbook – Inspiring insights, latest news, trends and predictions to put you a step ahead of your competitors.
Featured
Customer Retention or How to Hold on to Your Customers
Part 1
Building Your Customer Service Team
Successful support starts with a kick-ass customer service team. Best practices for hiring, onboarding, and scaling your customer service department.
How to Align Customer Service Strategy with Business Goals
How to Scale Customer Support Like a Pro
How to Determine the Right Customer Service Structure
A Guide to the Most Important Customer Service Skills
Part 2
Leveraging Technology
Stellar customer service experiences happen where human touch meets technology – Find out how to make the most of the latest customer service clever technologies.
How to Harness the Power of Customer Self-Service
The 12 Best Customer Service Software Platforms for 2023
Your Guide to Choosing Customer Service Software
Omnichannel Customer Service and How to Deliver it
6 Reasons Why You Need a Knowledge Base
How to Determine Which Customer Service Channels to Focus On
AI in Customer Service: Yay or yay?
Part 3
Metrics and KPIs
Take a deep dive into the most useful customer service metrics and KPIs and learn how to use them to understand what drives the customer experience.
What’s Your Customer Effort Score?
The Importance of Customer Satisfaction
What’s your Net Promoter Score?
The Benefits of Improving First Contact Resolution Rates
Part 4
Performance, Quality, and Analytics
Evaluate how well you support your customers and determine the quality of service you deliver to stay a step ahead of the competition retain your client base.
10 Steps to Improving Customer Service Productivity
How to measure customer service performance
ABC of Data-Driven Customer Service Management
Using feedback to boost customer service leadership
Part 5
Agent Performance and Engagement
Customer service representatives can make or break your contact center. Tips and best practices to keep your staff satisfied and engaged.
Customer Service Agent Onboarding Checklist
Agent Attrition Rates and How to Keep Them at Bay
Agent Engagement: How to Motivate and Retain Top Talent
What drivers affect customer service agent (dis)satisfaction?
Part 6
Customer Service Value vs. Costs
Poor customer service can lead to the demise of your business. Drill down on the importance of support by examining its value against its cost.