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Customer service

What your customers wish you knew: Insights from the state of service expectations

Today’s customers are in control, demanding faster, more efficient service with a balance of AI and human touch. Our latest research reveals insights into customer loyalty with the tools you need t...

Customer service

How to deliver above and beyond support for every customer, every time

The quality of the conversations between you and your customers can be tracked by your internal quality score (IQS). Not sure what yours is? Model your internal QA process after our award-winning s...

Customer service

Fueling excellence: 5 ways we recognize and energize our support team at Front

Support work is nonstop — that’s why recognition isn’t just appreciated, it’s essential. Here are five ways we celebrate and energize our team to keep morale high and motivation strong.

Customer service

Structure, studying, and human connection: How we onboard new support reps at Front

Customer Support Specialist at Front Beyker Estrada shares the key elements that made his first months at Front both impactful and empowering.

Customer service

How to create a strong support <> product feedback loop through Support Fix meetings

Here’s why we introduced our quarterly product <> support syncs called Support Fix meetings — and how you can bring them onto your team

Customer service

Helpful, human, complete: The art of a great first response in customer support

In customer support, the first response sets the tone for the entire interaction, balancing speed, empathy, and accuracy to build trust and loyalty. By mastering this art, support teams can reduce ...

Workflows

Why you need a company AI policy since yesterday (and how to get started today)

It’s likely your employees are already using AI for work. Here’s how to set responsible, ethical, and compliant usage guidelines.

Customer service

Support team wisdom: The subtle art of building trust through mentorship

Mentorship in customer support happens in everyday moments — quick tips, shared insights, real-time problem-solving. Creating a culture of learning makes all the difference.

Customer service

Your support team’s next career move is hidden in plain sight (here’s where to look)

Some of the most powerful career development moments for my support team didn’t happen in a formal review. They happened right in the queue. These are the subtle hints that leadership needs to noti...

Customer service

I work from the office so my support team can stay remote. Here’s why it works.

Head of Support Kenji Hayward negotiated for a remote team in exchange for being the in-office leader. Why? Because the data didn’t lie.

Customer service

How we built Queue Crushes: our support team’s framework for remote camaraderie and collaboration

Learn how Front’s support team built “Queue Crushes,” a collaborative framework for solving cases in real time while fostering remote camaraderie.

Customer service

Growing your support team: A leader’s guide to evolving roles in the AI era

Learn about three essential support operation roles that blend human expertise with AI capabilities to deliver exceptional customer service at scale.

Customer service

“Mandatory Fun,” and other serious strategies for building trust with remote teams

Learn how to create trust with your remote support team, plus ideas that have worked for Front

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