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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…
Article
8 min read
What is lead scoring + the best lead scoring models
To consistently find strong potential customers, sales reps need a lead scoring model. Here we’ll look at the seven factors that all robust lead scoring models have in common
Article
6 min read
Let email lead the way with AI in customer service
Providing excellent customer service is harder today than it’s ever been. There’s an increasing number of…
Article
5 min read
3 ways to make AI practical and accessible in CX
Goal-oriented business leaders need an AI accessibility and usability revolution in CX. Ada's Ruth Zive shares sharp, actionable ways to create it
Article
7 min read
5 ways financial services are banking on conversational customer support
Financial services are leaning into modern conversational experiences to manage their customer relationships
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