LIBRARY

Customer service is a place for Directors of Customer Service to own their career.

Customer Service

7 Support Ticket Automations and How They Work

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Set Up Your Ticket Assignment Process (the Best Assignment Strategies)

Your ticket assigment process should be designed around efficient, customer-centric communication. Here's how to get yours setup.

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12 Ways to Reduce Average Resolution Time - With ART Benchmarks

Here are 12 ways to reduce average resolution time. Especially if you're above these benchmarks.

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6 steps to create a successful knowledge centre

We take a look at the benefits of having a knowledge centre your customers can utilise, and 6 steps to create one in your business.

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How James Villas Reduced First Response Time by 46% With AI Based Automation

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6 ways to scale customer service [Part 1]

We take a look at the challenges facing a scaling support team and six solution areas to focus on.

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How AI in customer service helps you scale

In this article, we take a look at how AI can help support teams scale up fast and efficient.

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9 reliable ways to prioritize customer service tickets and requests

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This guy works in a call center and draws rude customers—they are hilarious

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6 ways to use AI ticket tags to optimise customer service

6 ways to optimise customer service using AI ticket tags

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4 unique tactics to sell the value of customer service & experience internally

Use these tactics to build a customer-centric culture that puts the customer's experience first.

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8 Unique Customer Service Improvement Ideas to Drive ROI

We take a look at various customer service improvement ideas you can use to improve customer satisfaction, plan customer service process improvement and drive growth.

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+6 ways to prevent burnout in your customer service team

Customer service burnout is rife in contact centers. We catch up with four industry experts to tackle burnout.

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The Future of Customer Service: Emerging Trends & Innovations (2021-2026)

We’re convinced that businesses will consider customer service to be the most strategically useful business function. Here's how we get there.

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Is WhatsApp the future of customer support?

WhatsApp Business has 50 million users and 800% usage growth on Zendesk. Is it the future? We consider the strengths and limitations of the service, and suggest how you can make better use of it.

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