Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
Latest stories
Article
12 min read
Harness the power of parenting at work
Returning to work for new mom Serena Williams meant hitting the tennis court for the French…
Article
8 min read
What women leaders bring to contact centers
Sarah Stealey Reed remembers a pivotal moment in her career as a contact center leader. She…
Article
8 min read
The weight of emotional labor in the workplace
Nearly a year ago, Gemma Hartley shook the Internet with her article, “Women aren’t nags—We’re just…
Article
8 min read
Our technology is only as empathetic as we are
I’ve been to SXSW Interactive six times. Maybe it’s just me, but for many years I…
Article
7 min read
Growing up vs. adulting: the journey toward adulthood has changed
A few months ago, I learned about adulting—the modern term for twenty-somethings engaging in adult-like behavior.…
Article
5 min read
How to elevate others at work
We all know one or two people like this at work. They walk in and—shazam—the room…
Article
4 min read
Machine translation—is it good enough for customer support?
In 1954, at the first public demonstration of a machine translation (MT) system, researchers from IBM…
Article
5 min read
Would you like a boxed water with that? Retailers reenvision the customer experience
Shopping used to mean spending hours in a crowded galleria that smelled faintly of churros and…
Article
11 min read
Icebreaker alternatives for people who hate icebreakers
“Today is all about getting to know each other, building relationships, and finding out even more…
Article
6 min read
Unexpected and exceptional customer experiences, moment by moment
Back in 2007, FreshBooks CEO Mike McDerment wrote a post on his company’s blog musing about…
Article
8 min read
What to expect from Millennials as managers
By 2025, 75 percent of the workforce will be Millennials. And they won’t be filling entry-level…
Article
7 min read
How not to be an asshole in the office kitchen
Not all office kitchens are created equal. Some are simple and clean, filled with the necessary…
Article
8 min read
Smooth returns; return customers
Nothing simmers more comfortably on our back burner than stuff we need to return to the…
Article
7 min read
Mullets are back in business—especially in customer experience
The mullet has been a part of the cultural conversation for decades, often eliciting some ‘80s…
Article
8 min read
The startup spouse: a view from the other side of bed
Over half a million people become entrepreneurs in the United States each month. That’s a lot…
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