Our Favorite Customer Support Reads and Listens of 2021

4 min readDec 28, 2021

We are incredibly thankful you joined us on the ride through 2021.

Even though the pandemic continued bugging us throughout 2021, we’ve enjoyed an inspiring year full of quality content that helped thousands of support representatives.

Looking back, we published podcasts (23 episodes) and blog posts (228 posts) full of tips and tricks to improve your customer experience.

So whether you have visited our blog or listened to the Customer Experience Leaders Chat podcast, we are incredibly thankful you joined us on the ride through 2021.

We prepared a little roundup of some of the most successful and our favorite posts/podcasts from this past year.
5 favorite blog posts published in 2021

5 Most Favorite Blog Posts Published in 2021

7 Important Customer Service Phrases to Use in 2021

Word choice and language you use can affect how your customers are feeling and it can make a lasting impact on your relationships. The right words enhance customer engagement, drive up satisfaction, and reduce customer churn rate. That’s why it is so crucial to consider what phrases to use and pay attention to.

In this blog post, we’ve brought together 7 phrases that will supercharge your CX in 2021+ a list of phrases to use & avoid in your support career.


You might be looking at your latest survey results and wondering… Are these good? How do we compare to our competitors? Should we be doing more?

This is where benchmarking is helpful. By comparing your survey results to other companies, you add context to your scores.

We’ve compiled benchmarks to help you compare your CSAT, NPS, and CES scores to industry standards and inspire your goal setting.


User onboarding can be used in several different ways. While many use it specifically for new users, you can also see benefits when introducing new products or reintroducing functionality after a user has had a period of usage lapse.

But how do you measure whether your work is effective or ineffective?

In this blog post, we’ll break down seven different ways to measure your onboarding effectiveness and continue to improve on it.


If your business is growing fast, then your customer service ticket volume is, too. At some point, the inquiries from customers can be too much to handle internally. So for many companies, outsourcing is the best next move. However, it can be daunting to begin the process of finding the right business process outsourcer (BPO). But asking questions will help you understand how each outsourcer operates, so you’re picking the right partner for your unique needs.

Here are 12 questions every company should ask while interviewing an outsourcer + what answers to expect in return.


Capacity planning is often more of an art than a science. There are many unknowns such as volume, release cycles, and the constant battles for budget and unexpected attrition. But once you find a model that fits, your forecasting will improve, your hiring practices will have more structure, and your budget won’t be wasted.

In this article, we explore the basic concepts of capacity planning that will help you create a model that works for your team.
5 favorite podcast episodes published in 2021


The Ultimate Guide to CES with Challenger Inc. [Podcast]

In this special episode, we talked to Scott Rothman, Market Director at Challenger Inc. — a global leader in training, technology, and consulting to win today’s complex sale.

We discuss what CES is, how it can benefit your company, and how you can train your support agents to provide an effortless experience.

A good Knowledge Base article can help customers self-help when you are not available and speed up the responses to repeated questions. Mat Patterson, Customer Service Educator at Help Scout, sees a broader scope for the support team’s writing.

Listen to the episode to hear how you can make writing a pivotal piece of your support team to engage with your customers and ensure your company’s story gets told.

In this episode, we talk to Marc Bindlechner, Director of Customer Service at Koala — winner of the 2021 Nicereply Customer Happiness Award for Customer Effort.

Marc from Koala highlights some tips and tricks on how you can perpetually delight your customers.

In this episode, we talk to Alice Hunsberger, Senior Director of Customer Experience at Grindr — the largest social networking app for gay, bi, trans, and queer people.

Alice from Grindr describes the roles she has within her team to facilitate these activities and what you need to do to move from a support team to a customer experience team.

In this episode, we talk to Bala Gopalan, Vice President of Support at Rancher Labs (SUSE) — provider of an open-source container management software for enterprises.

Listen as Bala from Rancher Labs highlights the importance of making the experience more convenient and bringing more heart to the customers.




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