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Trending Articles

13 mins read

Calibration Sessions: Keeping QA Scoring Consistent Across a Distributed Support Team

QA calibration session customer support is a quality control process. It ensures that every QA evaluator and supervisor judges customer service calls using the same standards. […]

by ayushi
Customer Experience Customer Support
15 mins read

Reducing Average Handle Time Without Hurting Customer Satisfaction

Average Handle Time (AHT) is the total time spent handling a customer interaction. It usually includes talk time, hold time, and after-call work. To reduce average […]

by Ingrid Galvez
Customer Experience Customer Support
15 mins read

Agent Coaching Frameworks Backed by QA Data

The best customer support teams aren’t built by hiring perfect agents. Instead, they’re built by coaching ordinary agents to deliver extraordinary service.  Every customer conversation is […]

by ayushi
Customer Experience Customer Support
12 mins read

Conversational Commerce: Turning Messaging Support into a Sales Channel

Table Of Contents   When Support Becomes Part of the Sale What Conversational Commerce Covers Where Messaging Influences Buying Decisions Creating a Chat-Led Shopping Experience Using […]

by ayushi
Customer Experience Customer Support
14 mins read

Social Listening for Customer Support: Catching Issues Before They Escalate

Customer support teams have traditionally operated under a simple assumption. If customers experience a problem, they will contact the business. Sometimes they send an email. Sometimes […]

by Ingrid Galvez
Customer Experience Customer Support
14 mins read

Holiday & BFCM Peak Season CX Staffing Playbook for 2026

BFCM can generate 3-5x times the normal customer support volume for nearly three weeks. Businesses that prepare at least four weeks in advance through the BFCM […]

by ayushi
Customer Experience Customer Support
15 mins read

SMS Customer Support Best Practices for Ecommerce Brands

For years, ecommerce businesses chased every new communication channel that promised better customer engagement. Brands rushed to adopt Facebook Messenger. Then came WhatsApp Business. Live chat […]

by ayushi
Customer Experience Customer Support
13 mins read

RCS Messaging for Customer Support: What Brands Need to Know

Customer communication has always evolved with innovation reacting to the market dynamics, which in turn is decided by customer response to marketing strategies. We went from […]

by Ingrid Galvez
Customer Experience Customer Support
14 mins read

Apple Business Chat and RCS: The Next Messaging Channels for US Support Teams 

Customer support channels have evolved in predictable stages. First came the email which took all the liberties with customers that would be considered scandalous by today’s […]

by ayushi
Customer Experience Customer Support
11 mins read

Live Chat Response Time Benchmarks by Industry in 2026

Customer expectations have changed dramatically as far as CX is concerned. Nobody notes down hotlines anymore; rather, they want issues resolved faster with live chat support […]

by ayushi
Customer Experience Customer Support

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