In the age of generative AI, all the foundational assumptions around tech are in flux, so we must look at everything we do with fresh eyes. We’ve spoken a lot about how AI is changing customer service and software in general. It has clearly redefined our product, as we built the leading AI agent for […]
Train customer service skills faster with 5-5-5 — Jeff Toister
The advantages of weekly training The 5-5-5 training approach uses a weekly cadence to develop your team one skill at a time. Weekly training is far more effective than a single annual course. High retention. Employees learn and master one skill at a time. No disruption. Short, weekly trainings won’t disrupt your operation. Perfect timing. […]
Guide to Choosing the Right MSP for Business
Once you’ve narrowed down potential providers, it’s time to evaluate them based on the following key factors: 1. Proven Track Record and Reputation Look for an MSP with a proven track record of successfully supporting businesses similar to yours. Check client testimonials and case studies to assess their ability to deliver results. A reputable MSP […]
How AI Can Help You Deliver Multilingual Support
There’s an old saying that goes something like “The limits of my language are the limits of my world.” It’s a beautiful sentiment and a stark reminder that language, at its core, is really a tool by which we’re able to express and explain things to others. When our language is limited, asking or explaining […]
3 Tips for Successfully Implementing Predictive Customer Service
Your customer service department is at their wits’ end. They’re small and not capable of providing the same proactive customer service as larger teams. It feels like they’re losing a battle against their own software – firefighting technical issues, but never able to see past the smoke. You know there’s got to be a better […]
Dealing With Formerly Quarentined Humans.
I have gone for quite some time without a post, not just because of being a bit overwhelmed where I work, but because I am watching an interesting societal phenomenon unfold, and I wanted to see it play out further before commenting. Now it’s time. I am beginning this with blatant self promotion. Go back […]
Essential Customer Service Training – Philippines
In the digital age, customer service skills have become invaluable, distinguishing average job seekers from outstanding candidates. The demand for these customer support skills is soaring, especially in the Philippines. As businesses increasingly prioritize customer experience, the right mix of knowledge, attitude, and communication skills has emerged as a crucial factor for businesses seeking qualified […]
Customer Experience v Customer Service
What’s the difference between customer service and customer experience? In simple terms the customer experience is the sum total of all his / her touchpoints with your business or organisation. From your website, to phone calls, to face to face interactions. For customers staying in a hotel this is the sum of all the contact […]
4 Lessons I Learned After Being Laid Off
Going through a layoff can be really tough and emotional. Personally, when I got laid off, it shook my confidence, tested my resilience, and left me uncertain about what the future holds. But amidst all the chaos of my “Laid Off Era”, I surprisingly discovered an opportunity for personal growth, self-discovery, and embracing new possibilities. […]
70 New Features Released in 2024
Here’s our biggest brag: In 2024, we delivered 20 features specifically requested by customers like you, plus 50 more innovations as part of our AI-focused roadmap. That’s total of 70 features released in a single year. This achievement reflects our commitment to exceptional customer service – a value we’ve shared with partners like you for […]