Customer relationships

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Designing call centers for empathy—can it be done? Article

Designing call centers for empathy—can it be done?

There is something that even the most customer-centric companies can’t change or control: the angry or…

How retail is changing, from the women leading the charge Article

How retail is changing, from the women leading the charge

Women drive the majority of consumer spending in the United States. It sounds empowering, and, perhaps…

On the ground in Miami with our customer community Article

On the ground in Miami with our customer community

It’s a Tuesday morning in Miami. I should be stressed. I should be preparing for the…

4 things you can do to practice empathy at work Article

4 things you can do to practice empathy at work

Is empathy the new ambition? It seems like it. Spend even a few minutes in leadership…

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…

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.…

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…

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…

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…

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…

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…

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 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…