53 articles by:

Nika Kiriienko

Nika is an independent digital marketer with a real passion for the world of customer service who has been working in the field for the last 10 years. She was born and raised in Kyiv, Ukraine which is where she lives now with her adorable Yorkshire Terrier. Nika loves doing a deep research of modern customers’ behavior which makes her a real pro in understanding their preferences and interests. She loves travel, technical diving, and sports.

How to Recognize a Call Center Burnout and Reduce It

Imagine: you set up a call center. Everything runs as smoothly as possible. But all...

By Nika Kiriienko

Updated: 12/09/20

8 min read

IT Support Levels: What Do All These L’s Stand for and What’s the Difference Between L1 and L2

The more your business grows, the more customers you acquire. The more customers you have,...

By Nika Kiriienko

Updated: 02/11/21

6 min read

Want to Become a Customer Service Manager? Here’s What You Need to Know

You've been dreaming of becoming a customer service manager for years, now it's time to learn what it takes to become one and the tasks that wait for you.

By Nika Kiriienko

Updated: 12/09/20

6 min read

Beginner’s Guide to Customer Escalation Management

Customer escalation is the thing that every business owner is trying to avoid although it...

By Nika Kiriienko

Updated: 12/09/20

7 min read

Quality Assurance in Customer Service, Explained

We hope that our way of conducting QA might give some useful insights for those who have never done it before as well as those who are looking for some fresh new workable ideas.

By Nika Kiriienko

Updated: 02/05/21

10 min read