podcast

Dutta Satadip talks about the recent changes in the customer service industry and scaling customer support services with the help of data.

Kaizo founder Dominik Blattner on why gamification works in support teams and how it pairs with QA to drive performance.

John Riordan translates his lessons from almost 20 years of remote work experience, 15 of which were spent in remote customer service.

Zoe Koven - Senior Director of Innovation & Customer Advocacy at Zendesk offers guidance on change management in customer service.

Darren Chait - COO & Co-Founder of Hugo describes how live video support and proactive tech skyrocketed their CSAT.

Customer Care Agent at simplesurance, shares some customer service best practices from the insurance industry.

Two experts offer advice to customer service departments going through an acquisition. Both acquirers and those being acquired (acquirees).

Lilith Antunovic shares her lessons learned from introducing a support ticket classification or ticket tagging system at Rentman.

Three seasoned customer service managers share their best practices from more than 4 decades of combined experience.

Perran Facey provides top tips on how to use KPIs in customer service and what to keep in mind when applying them to team management.

Three frontline customer service employees explore how Fetch Package has created a supportive and productive customer service culture.

In this episode, Peter Voor de Wind and Benedikt Dormann discuss how and why companies get the customer service strategy right and wrong.