eBook Resources

Partnering with a BPO for customer service and support is a great option, but how can you make sure your BPO Partnership will be a success? This eBook provides insight into the essential tips and best practices for getting started with a customer support BPO.

Whether you're building one from scratch or rethinking your existing scorecards, this guide is here to help.

Loyal customers also tend to spend more and engage more with brands. Providing consistent, high-quality customer experiences is the key to unlocking customer loyalty. In this guide, we provide actionable strategies to build customer loyalty through your customer support interactions.

In this guide, we lay out a framework for CX leaders to deliver excellent agent experiences around four time-tested concepts: alignment, engagement, recognition, and progression.

This eBook shares five practical ways QA Managers can help agents reduce Average Handle Time (AHT) without cutting corners.

In this eBook, we’ll outline five elements of a 30-minute coaching session to stay organized and accountable when delivering feedback.

In this eBook, we’ll outline the top three ways brands can address the root cause of poor customer experience.

This eBook shares four common causes of customer support QA agent turnover (and what to do about them).

This eBook shares four important features your call center QA software should have to maximize your QA program moving forward.

This practical guide shares key strategies to have more effective coaching sessions.

In this eBook, we’ll outline five steps to turn negative customer experiences into a goldmine of data you can use to elevate your brand and maximize your support agents' potential.

In this eBook, we’ll outline the top three ways to improve first call resolution and why it's important.