The growth of an online business can be bittersweet: Seeing a vision come to fruition is invigorating, but scaling to meet current demands can be difficult. Depending on the stage of the business, here’s what this could look like for customer service

Having remote-related challenges with your customer service team?Set your expectations in these six areas.

How do these new workplace shifts fit into the life of a customer service agent, whose performance may be measured by productivity numbers and whose schedule is likely dictated by customer service volume?

Your team’s energy impacts the customer experience. Imagine calling a customer service line and being assisted by someone with Level 4 energy, rooted in service, who will do anything to help you. Compare that to someone in Level 3 energy, who will help you… a little begrudgingly. Or someone in Level 2 energy who actually gets a little pleasure out of saying no, and most certainly does not want feedback on how that interaction could have gone better.

Customer service agents have a demanding role and can't always take a break. These immediate grounding techniques help customer service agents clear their mind.

Decisions on whether or not a business allocates resources for a solution can come down to how well we as service leaders have presented the case.

Companies grow. Processes and systems change. Sometimes they change drastically. Sometimes they change unexpectedly. Here’s how to get your customer service team on board.