Recent posts

Numbers might not be everyone’s idea of fun, but they’re critical for guiding your team and keeping the rest of the company in the loop....

Customer Support sometimes doesn’t get the recognition it deserves, but a few easy tactics can help you and your team become superheroes in the eyes of the company....

It may be tempting to offer support through many channels, but do your customers really care? Learn how trimming the number of channels you offer can help improve service levels....

The landscape of tools and software for support teams is vast and ever-changing. Get up to speed with some of the emerging trends that can help give your support team the edge....

Your customer support team is firing on all cylinders and your customers are delighted. How do you take things to the next level?...

You can’t firefight forever. It’s time to get some fundamental tools and processes in place, so you can give consistently brilliant support to your customers....

Your customer support team is swamped, but it doesn’t have to be this way. Carving out time to think beyond the barrage of tickets, and being smart about your priorities, can turn things around....

Sometimes you’re so busy you barely have time to eat, and when you finally put your feet up, it’s hard to switch off. That’s why we’ve made this simple self-care card to keep on your desk. A reminder to take some time out, with little things you can do to help you de-stress....

We asked customer support teams for their experiences and discovered nine ticket characters, common to every company and recognized across the globe....