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Blog - Peak Support

Peak Support Q&A: Karmina Evangelista

Karmina is one of our QA Team Leads.Her sister, Katrina, also happens to be her best friend. Sheprefers to travel by air and looks forward tovisiting… read more →

9 Key Elements of Great Customer Service

Building a great customer service team doesn’t happen by accident. It starts with a strategy that involves hiring the right people, leveraging the… read more →

How and Why to Implement Proactive Customer Service

Some of the best customer support you’ll ever get is the support you didn’t know you needed. This is what proactive customer service, also called… read more →

Peak Support Q&A: Kent Pilapil

Meet Kendra, a gregarious, funny, and friendlymember ofour training team. When she first started working remotely, Kendra feared that she wouldn’t get the… read more →

Support Metrics: Occupancy vs Utilization - What's the Difference?

Occupancy and utilization are two of the most often confused support metrics. Many call centers use the terms interchangeably and commonly only measure… read more →

What is Successful Call Center Performance Management and How Do You Get There?

Creating great customer experiences has fast become a focus of many companies for one simple reason—it’s what most consumers want and expect. read more →

7 Tips for Effective Call Center Quality Monitoring

Inbound call centers are an integral part of the customer experience. read more →

Peak Support Q&A: Angeline de Leon

Allow me to introduce one of our incredible Service Delivery Managers, Angeline. Angeline or Anj for short, enjoys reading books and sketching. Her… read more →

Insourcing vs Outsourcing: What’s the Difference?

The global outsourced services market is expected to register a CAGR of 8.5% over the next ten years. read more →

The First 90 Days for New CX Leaders: A Road Map to Success

You have just stepped into a new Customer Experience (CX) leadership role. You may be a Director or VP of Customer Support; a head of Customer Success; or… read more →
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Peak Support Summit 2019


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