Agent Experience 8 min read April 21, 2026 7 Proven Methods for Better BPO Management in 2026 Does your BPO customer support relationship feel more transactional than collaborative? If so, you’re not alone. BPOs often feel far removed from internal support teams. But they don't have to
Self-Serve Support 3 min read July 29, 2025 Generali Vitality Launches Stonly Interactive Help Center to Enhance Customer Experience Generali Engagement Solutions GmbH, offering one of today’s most innovative digital wellness programs, has partnered with Stonly, the leading knowledge and automation platform for customer service. “Partnering with Stonly is part of
10 min read September 3, 2025 Mean Time to Resolution: 3 Strategies to Improve This Month Calculating and tracking your Mean Time to Resolution (MTTR) is the best way to identify what your team is optimized for and to uncover ways to improve your customer experience.
8 min read September 4, 2025 Help Center Articles Are Underutilized: Here’s How to Fix That If your top help center articles aren’t quickly guiding customers to the right resolution for their situation, they’re probably driving more ticket volume than they should be.
Customer Support 10 min read April 21, 2026 5 Challenges Marketplace Customer Support Leaders Must Navigate in 2026 Customer support leaders at online marketplaces have one of the most difficult roles. So how do you continue offering excellent support quality while resolving mission-critical issues that frustrate your agents and customers?
Self-Serve Support 5 min read September 9, 2025 The Do’s and Don’ts of Self-Serve Support Here's how innovative companies are investing in making their self-serve support more proactive, empathetic, and efficient this year.
5 min read July 24, 2025 Acing Your First 90 Days as a Customer Support Leader Your first 90 days in a new organization set the tone for your tenure. Over 50% of leaders fail within 18 months of taking on a new role.* This makes your first few
Self-Serve Support 8 min read September 9, 2025 Scaling Customer Support With a Guided Self-Serve Experience It can be hard scaling customer support to stay on top of a never-ending ticket queue. Getting too far behind can lead to attrition and turnover.
8 min read September 9, 2025 Why Self-Service IS Your Top-Tier Support When it comes to your core customer support experience, there’s a key reason why you should invest in effective self-serve support above all else: it’s what your customers want.
Digital Adoption 4 min read July 24, 2025 Schneider Electric: Maximizing Software ROI with Digital Adoption Stonly caught up with Arun Serikar, Vice President of Digital HR at Schneider Electric, to discuss his revolutionary approach to driving employee adoption at scale.
7 min read July 24, 2025 The Do’s and Don’ts of Support and Product Collaboration From good communication to shared empathy, when support effectively collaborates with product, it unlocks an extraordinary customer experience.
8 min read July 24, 2025 Training CSMs to Understand What Matters Most to Customers If you want better results, you need to flip the script. You need to figure out how to train your CSMs to understand what truly matters to your customers’ businesses, then take appropriate action.
