Contributing Author

Samantha Kollasch

Read More from Samantha Kollasch

Free Customer Service Training Games and Activities

Training a CX team doesn’t have to mean boring videos and quizzes! Use 4 free customer service training games to get your team talking and learning.

Managing Remote Customer Service Teams — Guide for Leaders

When managing remote customer service teams, department leaders need to take a few extra steps to communicate effectively, maintain morale, and keep staff connected and engaged.

4 Ways to Scale a Subscription Business With CX

CX/CS teams are an ideal resource for scaling subscription businesses, as they can identify and enable self-service, online payments, and customer communities.

Cross-Selling and Upselling Templates for CX Agents

If you’re not treating your customer service center as a revenue generator, you’re leaving money on the table. These templates make upselling & cross selling wins simpler for agents.

Combat Customer Service Burnout in 3 Steps

In the customer service industry, churn is historically common—and creeping higher, thanks to the great recession. It’s more urgent than ever for brands to understand what drives customer service burnout, and how to address it.

3 Customer Service Agent Training Tips for Product Expertise

Modern shoppers want service agents they interact with to be product experts who can answer questions about the items they’re interested in and offer suggestions tailored to their needs. Use this guide to ensure your customer service agent training is driving product-led expertise.