Leadership
What makes a business successful?
Running a successful business is hard work. Juggling orders, support, and accounts takes dedication and perseverance—undoubtedly…
Latest stories
How to mentor and mentee
When it comes to mentoring, there are two key roles: the mentor and the mentee. Mentoring…
Why you need a customer success manager
Does your company have a customer success manager? If not, you’re missing out. Here's how this role can help your organisation.
Leading a startup during a pandemic: five lessons from five founders
Starting up during a pandemic? Not easy, but these founders are making it work. Find out what they said about CX, growth and empathy.
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…
Cultivate community for a better customer experience
A robust user community is a powerful combination of support, social networking, and communications that streamlines the customer experience across the board. Here’s how it can start driving results immediately.
Yesterday’s extraordinary is today’s ordinary
Every business needs to consider how to continuously deliver better customer experiences that can compete with…
Mastering change management
See how you can master change management, a structured approach to organising people, processes and technology in order to smoothly implement change within a company
From content manager to cross-functional collaborator
As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.