Outsourcing customer service can help you save money, scale your team fast, and provide round-the-clock assistance to your customers. However, building and managing a team of remote customer service representatives has its own unique challenges, and it’s important to do it right. Here are five best practices that you should keep in mind – #1 Hire the Right People You already know that a great customer service representative must be patient, empathetic, and likable.

The past several years have been marked by numerous high-profile data breaches that seem to be happening with increasing frequency and scope. Given the unprecedented participation in digital platforms and the unparalleled amount of personal data that today’s tech companies store, government regulation and oversight felt inevitable.

Gartner Workstream Collaboration Market Guide Wire is once again prominently featured alongside Slack, Teams, Mattermost, Zoom and Webex in Gartner's Enterprise Workstream Collaboration report for 2020. The report covers all aspects of collaboration products, from features to compliance to integrations and delivery – providing one of the most complete buyer guides available in the market today.

Kicking off with Black Friday, you can expect an influx of guests to your e-commerce and brick-and-mortar stores. With our latest set of Marketplace apps, not only can you give your support agents an added boost during the holiday crunch, but also elevate your customer experience across multiple touchpoints — turning this shopping season into a revenue bonanza.

Across the worlds of CRM, project management, and support work, there are a multitude of different tools and software that can be used. In some cases where departments are large enough to support integrating their tools with other team’s tools, it’s not a concern using so many different tools to get work done. However, there are many companies that require close communication between teams that are hindered by their usage of separate, disparate tools.

Think about the last time you had a positive customer service experience. What was it about that interaction that left a good impression? The service itself? The convenience? The quick resolution time? Maybe you googled a question about a product you were using and found the information right away. Maybe the contact info was easy to find, or you were able to send them a message from their website, then carry the conversation over to your preferred messaging app on your phone.

As soon as the first deal of humanity was struck, and services were exchanged for goods, the first business-customer relationship started. In fact, the 1750 BCE complaint tablet to Ea-Nasir is widely believed to be the first customer complaint ever.

The idea behind the ‘Follow the Sun’ model involved software development teams, sitting across different worldwide locations, working on the same project. Essentially, each team would hand off work at the end of their workday, to another team who is starting their day on the other side of the world. This way work is carried out 24/7 with task handoffs taking place between each of these global teams after the shift of a particular location ends.