Customer Service Management Metrics

Customer Service Management Metrics

As a growing e-commerce store, it’s tough to know if your customer service process is working well.  Maybe your agents are complaining that they’re too busy and can’t handle more workload. Or perhaps you wonder if you’re overstaffed and can run a bit leaner to boost...
Balancing Phone and Live Chat For CS

Balancing Phone and Live Chat For CS

Phone is a great channel for customer service because it gives you the ability to deliver an awesome customer experience. But it’s also by far the most challenging customer service channel to scale. While so many brands hide behind email tickets and make it hard to...
How to Hire Rockstar Live Chat Agents

How to Hire Rockstar Live Chat Agents

Hiring great LiveChat agents is tough. They are the face of your brand and the first impression for everyone that visits your website. Not only that, but they need to know enough to help customers and think quickly since live chat is a real-time conversational...