Culture

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

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3 reasons why time tracking software saves more than time 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…

The incomparable value of community moderators Article

The incomparable value of community moderators

Central to any digital or online community is its community of moderators. Whether a moderator’s role…

How an automation-first strategy delivers better human support 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…

Strategies for leading others through continual change at work 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…

In the knowledge economy, harness the power of constant change 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…

The art of conversation—4 brands that use quality assurance for personalized interactions 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.…

Empathy Lab: Building community in the workplace from the inside out Article

Empathy Lab: Building community in the workplace from the inside out

Without trying to sound too depressing, more and more experts are noting that our sense of…

Let email lead the way with AI in customer service Article

Let email lead the way with AI in customer service

Providing excellent customer service is harder today than it’s ever been. There’s an increasing number of…

3 strategies to improve customer service enablement 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…

‘Kill Reply All’—a rallying cry for better digital etiquette 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…

Optimizing agent performance is everyone’s job 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…

Beyond vanity metrics: 3 data points to fuel growth 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…

Customer loyalty is great, but what about loyalty to customers? 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…

So you work in customer service: where do you go from here? 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…

How 5 top brands use customer feedback to drive agent performance 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…

By 2035, analysts expect a primarily digital society 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…

Lessons from Reddit: 5 ways businesses can support digital altruism 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…

The case for a fragrance-free workplace 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.…

5 trends from retail’s 2020 Big Show 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…

Digital transformation can be a rough employee experience—but it doesn’t have to be 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…