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B2C and B2B customer support often require different approaches. Here’s why they should differ and the best practices for each.Read more
Offering quick customer service in a call centre can often become a priority that overshadows the need to provide and collect accurate information. So to bring accurate service back to the forefront, here’s how and why the phonetic alphabet can be a useful tool.Read more
With customers choosing to spend a lot of time on their phones, should businesses be taking advantage of this by introducing SMS communication in their customer service?Read more
Price increases can be a huge worry for customers. To put your customers at ease when you take the difficult decision to implement higher pricing, here are our top tips for communicating the changes effectively.Read more
A high call volume can quickly overwhelm your agents when you’re unprepared. Here are six of our top high call volume management tactics to try.Read more
What is customer acquisition cost and how can your business measure it? From understanding the formula to the costs that should be included in the calculations, here’s everything your business should know about this key metric.Read more
Building a successful customer service team takes planning and dedication. From recruiting to training, here’s everything that customer service leaders need to think about.Read more
Returns automation has the power to revolutionise returns management. In this guide, we’ll explore everything that e-commerce retailers should know about how to handle their returns with ease and efficiency, with the help of automation techniques.Read more
Customer service representatives should always strive to uphold the top principles of their trade and provide the best quality of service every time. From speed to accuracy, here’s the 10 core precepts of customer service and how to apply them.Read more