Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
Latest stories
Article
10 min read
The shameful trend of public shaming: a Q&A with author Jon Ronson
Is it okay to humiliate another human being—someone you only know from a single Twitter post?…
Article
8 min read
Not feeling it? Learn how to navigate the roadblocks to empathy
Science (and perhaps experience) tells us empathy is on the decline. But how much do we really know about empathy? Where does it live in the brain, and is it inherent to all people, or only to some? Can our capacity for empathy be enlarged?
Article
Shit support agents say
At least a few of these phrases are bound to sound familiar whether you're calling customer…
Article
4 min read
The relationship between customer loyalty and expectation
It’s easy to be in love with a brand when everything’s going well. When, for example,…
Subscribe to the blog
The best source of information for customer service, sales tips, guides, and industry best practices. Join us.