The Customer Service Playbook
Everything you need to know about building and managing successful support operations is in this Customer Service Playbook – Inspiring insights, the latest news, trends, and predictions to put you a step ahead of your competitors. Sign up to receive more content directly in your inbox.
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What is Personalized Customer Service?
Part 1
Building your customer service team
Successful support starts with a kick-ass customer service team — the best practices for hiring, onboarding, and scaling your customer service department.
The Fundamentals of Customer Service Coaching
Everything you Need to Know About Customer Service SLAs
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.
What is Personalized Customer Service?
How to Leverage Digital Twins to Improve Customer Service
How to Use ChatGPT to Improve Customer Service
The Benefits of Text Analysis for Support Teams
What to Look for When Choosing a Zendesk Implementation Partner
How to Harness the Power of Customer Self-Service
The 12 Best Customer Service Software Platforms for 2024
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.
Service Desk Basics: Cost Per Ticket
Your Guide to Average Handle Time
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.
Customer Service Analytics Explained
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.
Agent Self-Evaluation Through Customer Feedback
Superagent: The New Breed of Customer Service Representatives
Agent Performance Metrics
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 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.