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Article
6 min read
Begging the question, beating the straw man, and other non-sequitur nonsense
If you deal with customers, you will someday engage in customer arguments. Arguing, making your case,…
Article
2 min read
How will artificial intelligence assist customer service agents?
New innovations in artificial intelligence will have big upsides for customer service agents, notably for their productivity and efficiency with customers
Article
8 min read
Selfish or selective? 6 ways Millennials are changing charitable giving.
Many people think of Millennials as self-centered, selfie-snapping, uber-texting, uber-riding, narcissists. Even some Millennials share this…
Article
5 min read
4 tips for creating the ultimate sales follow up strategy
Don't let daily stumbling blocks like a messy CRM, poor lead quality, and lack of personal connections prevent sales follow up success. Instead, unlock some truly powerful follow ups with these tips.
Article
3 min read
Knowledge is power—the many knowledge management system benefits
Learn about the many knowledge management system benefits
Article
6 min read
Inside a hotel room: tips for excellent customer service
Hospitality customer service is a niche that can help every industry. From retail to technology, these…
Article
8 min read
“Don’t react, respond” and other work conflict resolutions
Don't react, respond. Those are hard words to live by when you are in a conflict…
Article
4 min read
The art of business analysis in customer support
Jen Neuls’ early career was in the arts. Now as Senior Business Analyst for Zendesk’s Advocacy…
Article
4 min read
Why activity metrics are killing your sales
Just like data can drastically improve your sales, focusing on the wrong data points and metrics can absolutely kill your business. One type of metric that is commonly misused to the detriment of sales teams is activity metrics.
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Article
6 min read
Office politics: players gonna play and haters gonna hate
Every company has office politics. But some companies and some employees know how to use office…
Article
15 min read
Working moms need a new F-word: flexibility
No matter the advancements we make in technology, workplace policies, and legislation, it can still be…
Article
4 min read
FAQ-page design: Be savvy about self-service
With DIY on the rise, customers will greet a well-designed FAQ page as a useful tool—and a welcome relief.
Article
11 min read
There's a fresh dad in the cubicle near you
New moms usually get all the attention. Flowers, baby showers, and time off from work. But…
Article
2 min read
Machine learning: a new potential in customer service
Machine learning will soon affect many aspects of our lives, so here are some potential innovations coming to customer service by way of machine learning
Article
1 min read
How video can enhance self-service
The human brain processes video at astounding speeds. Try using it in your support pages.
Article
6 min read
Optimize your customer service training
Correctly investing in customer service training not only ensures that customers receive the best possible service,…
Article
9 min read
Why you need a sister wife in the workplace
No matter where you are located, or what company you work for, a work sister wife…
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