Article

Optimizing email for the modern customer service environment [Best practices study]

While chat and social media customer support seem ‘way cooler’- email remains more appealing than ever, ranking as the number one option for support for those under the age of 55. Optimize your email support programs with these tips.

Article

CCaaS

What to consider before moving your contact center to the cloud – security, technology and costs

According to research, 90% of companies who have made the leap to a cloud contact center are satisfied with the move. But that begs the question for those who haven’t transitioned yet: should they make the leap too? Experts share what to consider first.

Article

Web & Mobile App Development

React Native tips and tricks 2.0: Managing static assets with absolute paths

React Native Packager includes some niceties for managing static images, and the docs do a decent job of getting things started for small-scale applications. However, as projects scale, nested hierarchies develop, and refactoring becomes necessary to maintain a clean code base.

Article

CX Best Practices Communications & Media

What telecoms are doing right in customer service – Best practices from Telstra, TELUS, and Republic Wireless

To avoid major outages, Telstra used aerial drones to inspect cellular sites and transmission lines for signs of trouble. Here are a few other ways telecoms are keeping up with customer service demands.

Article

Support Channels

What to consider when outsourcing video chat and SMS customer support

Businesses are increasingly expected to offer support by way of emerging channels. But before your company adds live video chat, Facebook Messenger or SMS to a ‘Support’ webpage, there are things to consider.

Article

Support Channels

Six ways to make the most out of outsourced chat support for both customer service and sales

Data shows that customers love chat customer service. But when it comes to outsourcing this support channel, what should you consider to keep CSAT high? Here are six tips from industry experts.

Article

CX Best Practices Games

How to develop a world-class approach to customer service in gaming

A players’ loyalty in gaming should never be taken for granted. From World Gaming to World Gaming League, industry experts share what it means to create amazing player experiences using customer service. Read their tips.

Article

Outsourcing Partnerships

BPO: The ideal breeding ground for BPI (Business Process Improvement)

Why have contact centers become a breeding ground for BPI methods? One of the reasons is the sheer number of processes, lending itself to the application of most BPI tools and methodologies.

Article

CX Best Practices

How to anticipate customer needs

From mobile support and gamification, to speedy response times and personalization, this article explores a few ways to get ahead of customer service requests — and even delight customers along the way.

Article

Generational Support Banking, Financial Services & Insurance

Four keys to retaining Millennial customers in fintech – industry experts share tips

Are fintech companies doing everything they can to keep the business of Millennials? Experts share four ways to retain your Millennial customers including finding the right partners, adding self-service, and more.

Article

Web & Mobile App Development

12 steps for setting up Charles Proxy with tvOS

Learn how to set up Charles Web Debugging Proxy with tvOS in 12 simple steps, enabling you to troubleshoot, debug, and optimize your tvOS app with Charles.

Article

Scaling & Growth

Start-ups and outsourcing: How to achieve growth and innovation

You need to run your company, so why add contact center manager to your resume? Today, value comes from enlisting subject matter experts to help grow your business in a strategic way. Outsourcing offers just that.

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Article

Optimizing email for the modern customer service environment [Best practices study]

What to consider before moving your contact center to the cloud – security, technology and costs

React Native tips and tricks 2.0: Managing static assets with absolute paths

What telecoms are doing right in customer service – Best practices from Telstra, TELUS, and Republic Wireless

What to consider when outsourcing video chat and SMS customer support

Six ways to make the most out of outsourced chat support for both customer service and sales

How to develop a world-class approach to customer service in gaming

BPO: The ideal breeding ground for BPI (Business Process Improvement)

How to anticipate customer needs

Four keys to retaining Millennial customers in fintech – industry experts share tips

12 steps for setting up Charles Proxy with tvOS

Start-ups and outsourcing: How to achieve growth and innovation

Be the first to know