The Customer Support Excellence Blog - Articles, Stories and Tips & Tricks

Customer Support Metrics 101: First Call Resolution Defined + Do's and Dont's

In her book, Spectacular Support Centers: Best Practices for Small to Mid-Sized Help Desks and Technical Support Centers, Kristin Robertson once said, “[First call resolution] is both an efficiency measure and an effectiveness measure. It is a leading indicator of customer satisfaction because customers want their support requests resolved immediately. It is also important to the support center because high FCR saves money.”

Posted by Hallie Dunn on Mon, May 30, 2016 @ 12:30 PM
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Effective Cross-Training and Its Impact

Cross-training comes up a lot in the workplace. The idea seems to be on a constant cycle, where one quarter it’s very appealing and you’re not sure why you never did this before, and the next quarter it’s just not feasible no matter how you look at it. The issue with cross-training may be that your company is as constantly changing as your customers are. Nailing down an effective strategy to use with cross-training can be truly beneficial, though, and here’s why.

Posted by Hallie Dunn on Thu, May 26, 2016 @ 12:30 PM
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Who to Hire and How to Help Them

Creating the best, most effective customer service team has two different starting locations: the interview room, and the software box. The first step to making a great customer service team is to know who you are looking for when hiring.

Posted by Hallie Dunn on Mon, May 23, 2016 @ 12:30 PM
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Live Chat Customer Support: What is Live Chat?

At this point, most consumers and businesses are pretty familiar with Live Chat. But there is always room for improvement, which can often mean looking back at the basics of a function to get a handle on what changes might be needed. So when it comes down to it, what is Live Chat?

Posted by Hallie Dunn on Fri, May 20, 2016 @ 06:00 AM
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What Does Exceptional Customer Service Look Like?

Truly great customer service requires a lot of forethought, planning, and patience. The arena of supporting your customers has many layers and can be tricky to master without the right approach. Here are five of the best customer service and support tips.

Posted by Hallie Dunn on Sun, May 15, 2016 @ 12:30 PM
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Imperative Assets: Scalability

Why limit yourself? As an up-and-coming company, it may seem appealing to cut corners with your customer service software by purchasing a cookie cutter product, designed to get the job done for the moment. But this is a dangerous decision. When you are shopping for software, it pays to think from where you want to be: a large, successful company. What you need, ideally, is a product that can meet your needs as a growing company and have your back when you’ve made it big.

Posted by Hallie Dunn on Fri, May 13, 2016 @ 12:30 PM
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