All the latest from Gladly

September 26, 2022

5 Tactics for Modern Contact Center Workforce Management

Posted by Gladly Team
5 Tactics for Modern Contact Center Workforce Management

Gladly shares 5 key tactics of contact center workforce management; a process that informs staffing strategy, drives team efficiency, and ensures more consistent customer coverage—and consequently, higher quality service.

September 19, 2022

What Is IVR?

Posted by Gladly Team
What is IVR

For customer service teams looking to improve their resolution times and provide higher-quality service, IVR–which guides users through solutions or toward a live service agent over the phone–is an ideal place to start.

September 16, 2022

Build a Customer Community in 4 Steps

Posted by Gladly Team
Build a Customer Community in 4 Steps

To build a modern customer community that thrives, brands must spark shoppers’ interest, listen to their stories while gathering feedback, and continually deliver value to buyers.

August 30, 2022

Hire a Customer Service Team (3-Part Checklist)

Posted by Gladly Team
How to Hire a Customer Service Team

Hiring managers and directors can use Gladly’s checklist to hire customer service team members confidently, which includes resume requirements to look for, ideal candidate qualities and proposed interview questions.

August 8, 2022

First-Party Data 101

Posted by Gladly Team
Image of a person sitting at a white desk typing on a laptop

First-party data is a highly valuable data source for customer service teams. In this post, learn what first-party data is, see examples of it, and learn how customer service teams can use it to improve shopper experiences.

August 1, 2022

A Checklist Guide to First-Party Data

Posted by Gladly Team
https://gladlyhq.sharepoint.com/:w:/r/sites/Gladly/_layouts/15/Doc.aspx?sourcedoc=%7Ba99f8a6a-5a8d-4ca4-97ab-f19670cd64ac%7D&action=edit&wdPreviousSession=619a2b66-99f8-4881-8284-45f16a3974fb&cid=a0807d9b-fab6-4373-afaf-11e264425b88

First-party data is key to providing richer customer experiences and relevant marketing. Use this free checklist to learn how to collect first-party data, and audit your current data collection strategies.

July 27, 2022

Supply Chain Issues: How to Talk to Customers

Posted by Gladly Team
Supply Chain Issues & Customer Service: Talking to Customers

Supply chain issues and customer service are unavoidably linked. The best-positioned brands expertly navigate these supply chain issues with customers daily—here’s how to prepare your customer service team to do the same.

July 20, 2022

Cross-Sell vs Upsell: Training Your Support Teams for Both

Posted by Gladly Team
Cross-Sell vs. Upsell

The most successful customer service teams can recognize and act on key opportunities to upsell and cross sell with customers. Learn the difference between cross-selling vs upsell, with tips on how to unlock this AOV-boosting benefit for customer service teams.