Contributing Author

Samantha Kollasch

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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.

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.

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.

A Guide to Small Business Customer Service in 2022

Whether you’ve got 2 employees or 12, service drives loyalty that gives small businesses a competitive edge. This exploration of small business customer service lays out its benefits, how to improve it, and the tools you’ll need along the way.

Types of Customer Complaints and How to Respond To Them

When your team knows how to address the multiple types of customer complaints appropriately, you’ll build customer loyalty that ensures shoppers will return to your brand again in the future.