Jakub Slámka

Humanizing Customer Service

Bad transactions happen sometimes. But they get even worse when customer service doesn’t get them sorted and the customer feels like no one is...

Co-located vs Remote Customer Service Teams

With today’s connectivity, people don’t have to be in the same room anymore to collaborate. With an 80% increase in the number of people...

Exceeding Expectations: Should You Focus On It ?

Every day we get the chance to go above and beyond for customers. But should we? In this post we explore the benefits and...

Soft skills in Customer Service

For most of us, when we think about learning new skills for our roles, we want to pick up extra hard skills. But that...

Customer Satisfaction vs Customer Loyalty

Your customer satisfaction score has never been higher but the churn rate is increasing. Why is this? If customers are satisfied, surely, they must...

The Future of Customer Service and AI

Last month we covered the current state of AI in customer service and now we’ll take a speculative look into the customer service future...

7 Tips: From agent to manager

Nervous about being promoted? Moving from an individual contributor to a people manager is a big change especially without any prior experience. That’s why...

From Cherry Picking To Queue Crushing

People instinctively avoid pain. Maybe that’s why some customer support agents are so good at avoiding terrible tickets. Instead, they find an easier how-to...

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