Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
Latest stories
Article
5 min read
How to treat people: advice from volunteer managers and customer service
Volunteer managers and customer service professionals have something big in common: they know how to treat…
Article
7 min read
Leaders, use empathetic language when talking to remote workers
Leaders need to use more empathetic language when talking to remote workers. Choose your words with…
Article
5 min read
How to onboard and train new customer service reps
Here you'll find advice to help you quickly and successfully onboard and train your new customer service reps.
Article
4 min read
How diversity improves work culture and the bottom line
It's widely known that diversity has an impact on culture, but it's also important to understand…
Article
9 min read
"You can’t sit with us." How to handle an office clique.
We should be too old for cliques in the workplace, but they still happen. Our Millennial…
Article
8 min read
Create career magic with a personal board of directors
Creating a personal board of directors may be the key to your success. Learn how to…
Article
4 min read
How to interact with customers on live chat
Customers love to chat. In fact, chatting with customers results in the highest customer satisfaction ratings. Check out these best practices for chatting with your customers.
Article
5 min read
Measuring happiness: What's the difference between CSAT and NPS®?
It’s important to look at customer happiness in the short- and long-term. This requires sending out two different types of survey: CSAT and NPS. Discover how to use both effectively.
Article
7 min read
When giving two weeks’ notice is complicated
We've been taught that giving two weeks notice is a necessity. But according to our resident…
Article
6 min read
Why does hate thrive online?
Online hate takes many forms, but the result is often the same: little things like name-calling…
Article
11 min read
Radical Candor: be a better boss by saying exactly what you think
Giving an employee candid feedback can be challenging. By using the Radical Candor concepts, the process…
Article
7 min read
Empathy and humanistic design are customer service game changers
Anyone in customer experience is looking for the customer service game changers. Author Rebecca Huval thinks…
Article
8 min read
How to show vulnerability at work
Few words are as scary as vulnerability, especially in the workplace. Vulnerability is the quality of…
Article
7 min read
Every body tells a story. What does your ink say at work?
Showing tattoos at work is becoming more frequent, as over 29 percent of Americans now have…
Article
6 min read
When "no" is the right thing to say to a customer
Telling a customer no, is never easy, even when it is the right thing to say.…
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