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Latest stories Page 17
Article 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 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 6 tips for improving your business’ customer focus
Improving your customer focus starts by deepening your understanding of what customer focus means and building an effective customer focus strategy
Article 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 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 The 3 pillars of effective sales leadership
Throughout my 16+ years’ experience managing and leading teams, I’ve learned that effective leadership relies on…
Article The benefits of building a customer community
When you give your customers a space to get to know each other, it empowers them…
Article 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 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 The best lead scoring models have these 7 factors
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 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 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 5 ways financial services can use messaging to create a better experience
Financial services are taking a bite of the conversational business cake and eating it too, creating fast, personalized, and secure messaging experiences
Article The 4 most important ways software impacts your customer experience
Customers may not be interested in your customer experience software – but your company absolutely should be
Article 3 strategies to improve customer service enablement
It’s no secret that providing exceptional customer experiences is both a competitive advantage and a proven…
Article Diving deep into CX trends: a Q&A with Ray Wang
Ray Wang of Constellation Research shares actionable insights into this year's most critical customer service trends
Article ‘Kill Reply All’—a rallying cry for better digital etiquette
Modern technology has changed the way we communicate. From email to Slack to WhatsApp, every new…
Article The ultimate lead qualification checklist in just 5 questions
With a lead qualification checklist, your organization has a tool for staying aligned, organized, and accurate when it comes to evaluating prospects
Article Optimizing agent performance is everyone’s job
W. Edwards Deming said it best, “Quality is everyone’s responsibility.” While this statement rings true in…
Article What is customer centricity?
A customer centric business model puts customers in focus. Learn the advantages of being customer centric and how to build a more customer centric culture.