Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
Latest stories Page 8
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…
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…
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…
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.…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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.…
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…
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…
Article Putting brand values behind brand politics
You would think a taco truck could stay out of the swirling storm of outrage and…
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…