Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
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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 ‘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 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 Beyond vanity metrics: 3 data points to fuel growth
Last year, we set out to answer a notoriously difficult customer service and experience question: “Does…
Article Customer loyalty is great, but what about loyalty to customers?
“Brands need to stop thinking about how customers are loyal to them, but how we are…
Article So you work in customer service: where do you go from here?
Picture it—you sit down at Thanksgiving dinner, and you’re excited to dig into a plate loaded…
Article How 5 top brands use customer feedback to drive agent performance
There is a human behind every contact center interaction, and it’s the human element that makes…
Article By 2035, analysts expect a primarily digital society
“Digital is changing our entire social contract, the implicit understanding of what our society is based…
Article Lessons from Reddit: 5 ways businesses can support digital altruism
When it comes to trending stories involving the internet, news about leaked emails, debates about online…
Article The case for a fragrance-free workplace
It’s Monday morning, and you step into the elevator, feeling good as hell, looking your best.…
Article 5 trends from retail’s 2020 Big Show
In addition to fresh starts and earnest resolutions, January calls tens of thousands of retailers to…
Article Digital transformation can be a rough employee experience—but it doesn’t have to be
Our brains are designed to create and foster habits. Brains burn a lot of calories, and…
Article Putting brand values behind brand politics
You would think a taco truck could stay out of the swirling storm of outrage and…
Article Why corporate sustainability is a mainstay in 2020 and beyond
Levi Strauss & Co. introduced a line of jeans in 2019 with 31 percent hemp, and…
Article Making public service customer service
Remember when you got your driver’s license—that first sweet, sweet taste of freedom? In the midst…
Article 8 cognitive biases that affect how you manage your team
Managers are expected to make split-second decisions, day in and day out, tracking who is working…
Article This season, replace your FOMO with JOMO
Editor’s note: So much great business advice, so little time to read. That’s why each month…
Article 8 more funny customer service scenes in film and TV
While most reasonable people abhor terrible customer service, for comedy writers, it’s the gift that keeps…
Article Why 2020 is the year for flexible workplaces
The 40-hour workweek passed into law in 1940. Back then, men went to work, and more…
Article 4 ways to bring transparency to the customer experience
When he was Chief Revenue Officer at PowerReviews, a technology company that helps retailers collect and…