research
Why global CX operations outperform the traditional BPO model
Why a follow-the-sun model is the smarter way to run 24 hour customer experience
Two examples of AI agent management working
AI agent management improves resolution rate and CSAT for AI agents, reducing the workload for a human support team while freeing up time for the support team manager.
How to forecast support cost and headcount as your company grows
Forecasting headcount is important, even if you aren't in a scale-up period. Use this simple forecasting model to calculate your headcount needs.
Three ways to add AI to your customer service stack (with examples and quotes from CX leaders)
AI is changing how customer service leaders build their teams. Read about three ways to add AI to your service stack.
Best Practices For Writing A Great Customer Service Email
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