Culture

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

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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…

Putting brand values behind brand politics Article

Putting brand values behind brand politics

You would think a taco truck could stay out of the swirling storm of outrage and…

Why corporate sustainability is a mainstay in 2020 and beyond 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…

Making public service customer service Article

Making public service customer service

Remember when you got your driver’s license—that first sweet, sweet taste of freedom? In the midst…

8 cognitive biases that affect how you manage your team 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…

This season, replace your FOMO with JOMO 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…

8 more funny customer service scenes in film and TV 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…

Why 2020 is the year for flexible workplaces 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…

4 ways to bring transparency to the customer experience 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…