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
| 5 min read

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
Article | 8 min read

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
Article | 5 min read

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
Article | 9 min read

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
Article | 5 min read

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
Article | 4 min read

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
Article | 4 min read

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
Article | 4 min read

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.