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.
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.
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.
For customer contact channels, both quantity and quality are key. Here, customer service experts at Gladly offer 3 hacks to keep your channel mix fresh, engaging and efficient.
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.
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.
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.
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.
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.
Providing personalized customer service seems like a no-brainer, right? Not so fast: implementing this next level of service comes with some basics to follow—and things to avoid.
