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Text support: get it right the first time

Including text support as part of your multichannel strategy is a great way to provide better…

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8 call center management best practices Article

8 call center management best practices

Learn how to manage a call center efficiently using workforce optimization techniques, scheduling, and call center technology

Call center scripts: when and how to use them Article

Call center scripts: when and how to use them

The effectiveness of call center script templates depends on how you use them. Find call center script best practices and learn how to boost support

Onboarding a business process outsourcer? Follow the four “Ts” Article

Onboarding a business process outsourcer? Follow the four “Ts”

If you don’t get your BPO team onboarded quickly, and fully trained on your processes, product, and voice, you risk delivering sub-par service to your customers

All about average handle time Article

All about average handle time

A customer’s time is precious, and so is yours. Average handle time (AHT) can help companies gauge the strength of their call center and phone support. It's a helpful KPI for both individual agents and the overall company

How Strava cracked mobile support and engagement Article

How Strava cracked mobile support and engagement

Strava creates fiercely loyal customers using a single, cross-device communication flow. Here's how they do it.

Hold the line—your new hold music has arrived Article

Hold the line—your new hold music has arrived

At long last, the winning track from our hold music contest is here. Perhaps you thought…

Building real relationships through technology Article

Building real relationships through technology

Read our customer spotlight on BombBomb to learn why the company switched from Zendesk—and why they came back

Reducing the stress of constant contact Article

Reducing the stress of constant contact

Phone apprehension is on the rise. We tell you how to banish that sense of dread—and your sweaty palms.