Culture

Great customer experiences require more than the right tools. It’s also about the people—your people.

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Volunteering your skill set can have some surprising benefits Article

Volunteering your skill set can have some surprising benefits

Selfishness is underrated. Wait—hear me out! Giving, giving, giving is a surefire path to burning out.…

3 surprising ways to volunteer your professional skills Article

3 surprising ways to volunteer your professional skills

We see you, do-gooder. You’re a busy, talented professional, so lucky and you know it. You…

Jenny Dempsey teaches that your health is a unique ecosystem all your own Article

Jenny Dempsey teaches that your health is a unique ecosystem all your own

How many health and wellness listicles have you favorited? You know, those stories like: “5 foods…

The Empathy Economy: Care, so your customers will too Article

The Empathy Economy: Care, so your customers will too

I probably don’t need to tell you this, but trust is in short supply these days.…

From the field: Customer service skills you need today Article

From the field: Customer service skills you need today

If you’ve spent any time job searching in the last couple years, you may have noticed…

Innovation requires everyone in the band Article

Innovation requires everyone in the band

It would be amazing if every employee at every company was having regular eureka moments about…

4 ways customer support agents can make a career pivot Article

4 ways customer support agents can make a career pivot

Recently, while watching old episodes of The Office, I was reminded of the root basis of…

Changing the narrative on careers in customer service Article

Changing the narrative on careers in customer service

Customer service jobs have a reputation for being entry-level, means-to-an-end gigs that go nowhere. But in…

Take it from Zappos—holiday hiring is everything Article

Take it from Zappos—holiday hiring is everything

Though it’s only September, many companies are already deep into preparation for the upcoming holiday season.…

4 steps for launching a customer-focused startup Article

4 steps for launching a customer-focused startup

You’ve spent hours upon hours coding in your apartment, in cafes, even while riding public transit.…

Why high-HQ companies welcome back boomerang employees Article

Why high-HQ companies welcome back boomerang employees

Early in my career, I left a role to work for a competitor. It was my…

Take care of yourself, your team, and your customer—in that order Article

Take care of yourself, your team, and your customer—in that order

The four components of customer anger I outlined last week—the situation, its ramifications, baseline stress, and…

How to keep remote employees from feeling out of sight, out of mind Article

How to keep remote employees from feeling out of sight, out of mind

It’s no secret that the workplace of today looks dramatically different than it did a decade…

4 components of customer anger, and how to react accordingly Article

4 components of customer anger, and how to react accordingly

You might ask, If it’s so easy to eliminate anger through empathy, why do people get…

How to tell someone they’re wrong without pissing them off Article

How to tell someone they’re wrong without pissing them off

Whether you’re a freelancer, CEO, or clocking a 9-to-5 role, we’ve all been in those meetings…

Quick, digital, and agile—do these words describe your organization? They should Article

Quick, digital, and agile—do these words describe your organization? They should

Today’s most successful businesses are quick, agile, and digital. Right? Not exactly. According to a 2017…

Customer entitlement: the high price we all pay Article

Customer entitlement: the high price we all pay

Every year, with the help of technology and data-driven insights, companies get better and better at…

Improving the customer experience: why UX writers and customer service should team up Article

Improving the customer experience: why UX writers and customer service should team up

I was terrified the first time I filled out my taxes. Combine dense government jargon with…

Harness the power of parenting at work Article

Harness the power of parenting at work

Returning to work for new mom Serena Williams meant hitting the tennis court for the French…

What women leaders bring to contact centers Article

What women leaders bring to contact centers

Sarah Stealey Reed remembers a pivotal moment in her career as a contact center leader. She…