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Customer service on social media: how service teams stay on top of comments and direct messages
73 percent expect a reply on social media within 24 hours. How small service teams can organise ownership, public replies and case handling so that no…
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Live chat on your website: how small service teams can reply fast
An average of 23.6 seconds to the first reply: how to staff live chat realistically, offer it honestly and hand over to the phone without starting…
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Replacing your phone system with a contact centre: a migration without downtime
Number porting, parallel running, team training: how to move from a phone system to a contact centre without your customers noticing.
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Phone menu (IVR) design: how callers reach the right team faster
Three quarters of respondents are annoyed by long, unsuitable phone menus. How to reorganise the options, order and wording of your IVR – and keep the…
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Customer service hours: what happens to your calls after closing time
Many customers get in touch in the evening, at weekends or on public holidays. How service teams base their service hours on their own data, cover…
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Failure demand in customer service: how to eliminate avoidable contacts at the source
A large share of calls happens because something went wrong earlier. How service teams record contact reasons, identify avoidable ones and eliminate them for good together…
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Proactive Customer Communication: Why a Notification Alone Does Not Prevent Calls
Two in three customers still contact the company after proactive outreach. How service teams announce delivery delays, outages and rescheduled appointments so that the notification answers…
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Callback Instead of Hold: How Service Teams Keep Their Callback Promises
Three in four customers want a callback at a time of their choosing – yet many decline the offer because they do not trust it. How…
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Customer Self-Service: Why Only One in Seven Issues Gets Resolved – and How SMBs Can Fix It
Almost all customers use self-service, yet only 14 percent of issues are fully resolved there. How SMBs achieve more with contact reasons, real portal functions, an…
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Peak Season in Customer Service: A Contingency Plan for Black Friday, Christmas and the Returns Wave
When the peak turns out higher than planned: how service teams get through Black Friday, Christmas and the January returns wave with thresholds, overflow groups, callbacks,…
Insights
Operations and metrics
Running a contact centre: figures that matter and figures that mislead.
