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Webinar: The Secrets of Effective Performance Reviews in Customer Support
Episode 3: The highlights from our recent webinar with Deezer, TransferWise and GetYourGuide where we discussed the results from out agent performance survey, what agents think about their performance reviews, how they could be improved - and what it means to be 'fair'.
Multi-channel v Omni-channel
Ex-Swapfiets leader, Peter Voor de Wind, explains multi-channel & omni-channel support - and why it doesn't necessarily make sense to be on every channel....
The Fundamentals of Scaling CX and Support
Episode 1: Today we are joined by Craig Stoss to discuss what CX means in a support context, using your data to maximum effect, hiring strategies, outsourced v internal support, automation and - most importantly - how to scale with your customers in mind.