Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
Latest stories Page 6
Article 3 ways retailers can prepare for the road ahead
“People used to go to the mall for fun? That’s weird.” This was from my daughter,…
Article Business isn’t always about commerce; it’s also about community
And just like that, the world was different. Enter, a fearsome illness that can only be…
Article How messaging fosters strong connection—and how 4 brands use it
Messaging has come to play a dominant role in nearly every area of our lives—from how…
Article Designing call centers for empathy—can it be done?
There is something that even the most customer-centric companies can’t change or control: the angry or…
Article Could an ancient practice return humanity to the workplace?
In times of social distancing, we’re reminded of the value of community that we may often…
Article Vend’s Talei Wood: On rising up and bringing others along with her
As we did last year, we’re extending International Women’s Day throughout the month of March to…
Article Collect them all—team stickers
Celebrate your support agents’ superpowers by looking for ways as a community to notice their gifts…
Article How retail is changing, from the women leading the charge
Women drive the majority of consumer spending in the United States. It sounds empowering, and, perhaps…
Article Taking big swings is in leader Sangeetha Rai’s DNA
As we did last year, we’re extending International Women’s Day throughout the month of March to…
Article Flying without a map: Nicole France on charting her course as an analyst
As we did last year, we’re extending International Women’s Day throughout the month of March to…
Article On the ground in Miami with our customer community
It’s a Tuesday morning in Miami. I should be stressed. I should be preparing for the…
Article Startup Central: How customers can be your way into YC
Lessons from a YC partner on how customers can help you stand out.
Article 4 things you can do to practice empathy at work
Is empathy the new ambition? It seems like it. Spend even a few minutes in leadership…
Article Can burnout actually be good for you?
Health and wellness consultant Jenny Dempsey believes it can. In fact, she credits burnout for leading…
Article 3 reasons why time tracking software saves more than time
Some executives may overlook implementing time tracking software in their companies. They may want to avoid…
Article The incomparable value of community moderators
Central to any digital or online community is its community of moderators. Whether a moderator’s role…
Article 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 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 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.…