Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
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Article
22 min read
Recruit, hire, and onboard customer service representatives
This guide provides you with advice for recruiting, hiring, and onboarding reps who embody the traits that help build great customer relationships and deliver great customer service.
Article
14 min read
Dare to choose empathy
Brands who dare to be empathetic and some of the most successful and inspiring. Don't have…
Article
6 min read
Be more persuasive by presenting like a creative
We can't all be like Don Draper from Mad Men. So Michael Griffith offers up persuasive…
Article
5 min read
Love it or loathe it: a career change may be coming
Many people find themselves in a career that does not meet their expectations. A simple "Loved…
Article
6 min read
Entry level syndrome and the participation trophy generation
Entry level syndrome is just one symptom of a monumental shift in workplace culture. Millennials now…
Article
5 min read
"Tell me your story"—communicating with remote employees
Communicating with remote employees takes special effort. Read on for a few tips from companies who…
Article
2 min read
Won’t you be my neighbor? Gentrification and corporate social responsibility.
Companies change neighborhoods. Companies with good corporate social responsibility change them for good.
Article
5 min read
The do’s and dont’s of connecting on LinkedIn
Social media has changed the way we network and apply for jobs. Connecting on LinkedIn the…
Article
2 min read
5 reasons we fall in love with customer service
Customers fall in love with your support for many reasons: fast service, humor, and even the…
Article
4 min read
Turn complainers into brand advocates. Find the love.
Turn complainers into brand advocates. When complaints are handled to our satisfaction, we actually become more…
Article
4 min read
The "I’m leaving my job" email that won’t burn bridges
You aren't going to stay at your job forever. So when you do leave, what do…
Article
3 min read
How to woo a work wife
Having a work wife or a work husband can make your job more fun and less…
Article
4 min read
When the customer is wrong, make it right
No matter if the customer is wrong or right, a concerned customer should motivate you to…
Article
1 min read
Don't let bad phone support get in the way of a good relationship
A woman calls home but gets the "hold shoulder" treatment from her parents in this funny…
Article
5 min read
Break the fourth wall to transform customer experience
By breaking the fourth wall, businesses can pull people close to the brand, its mission and…
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