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Article
4 min read

3 reasons why time tracking software saves more than time

Some executives may overlook implementing time tracking software in their companies. They may want to avoid…

Article
7 min read

The incomparable value of community moderators

Central to any digital or online community is its community of moderators. Whether a moderator’s role…

Article
4 min read

Incoming integrations

In honor of the month of love, here’s what we love about February's incoming integrations. Read all about them

Article
6 min read

7 tips to avoid common pitfalls with AI in customer service

Puneet Mehta, Founder and CEO at Netomi, shares 7 tips to help ensure AI improves CSAT, agent satisfaction, and overall business value

Article
5 min read

Internal collaboration: why and how to prioritize teamwork first

When agents, other departments, and even external parties can easily collaborate, everyone wins. Take a look at why internal collaboration = outstanding customer service.

Article
5 min read

How an automation-first strategy delivers better human support

The rumors of a war between live support and automation have been greatly exaggerated. There’s a…

Article
6 min read

Why negative reviews could be the source of your next customer

Looking at negative reviews purely as the enemy can blind you to their true potential. They're an opportunity to win back customers and enhance your brand’s reputation

Article
5 min read

The gift of productivity: 3 benefits of customer service team diligence

With customer-centric organizations turning to support agents' experience as the source of improved customer experience, productivity and team diligence are crucial

Article
10 min read

Ultimate guide to building a customer-focused culture

Improving your customer focus starts by deepening your understanding of what it means and building an effective customer focus strategy.

Article
6 min read

Strategies for leading others through continual change at work

The movie Groundhog Day provides a helpful kind of mantra for Dana Otto, senior manager of…

Article
4 min read

In the knowledge economy, harness the power of constant change

How recently did your company’s tech stack change? In 2018, companies’ average spend on SaaS products…

Article
7 min read

9 great sales leadership competencies, qualities, and skills

Want to know what it takes to succeed as a sales leader? Here are the key characteristics and skills needed for effective sales leadership.

Article
9 min read

Customer community: Definition, benefits, and tips for building your own

A well-run customer community can be an invaluable resource to a company and its customers.

White Paper
1 min read

Engaged employees and collaboration: how internal help desks help

Employee expectations are rising in tandem with customer expectations. Your employees expect the same kind of…

Article
7 min read

The art of conversation—4 brands that use quality assurance for personalized interactions

Really great customer conversations can’t happen when agents are bound to a script—it just isn’t possible.…

Article
5 min read

Empathy Lab: Building community in the workplace from the inside out

Without trying to sound too depressing, more and more experts are noting that our sense of…

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