Culture

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

Latest stories Page 5

How messaging fosters strong connection—and how 4 brands use it Article

How messaging fosters strong connection—and how 4 brands use it

Messaging has come to play a dominant role in nearly every area of our lives—from how…

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…

Could an ancient practice return humanity to the workplace? Article

Could an ancient practice return humanity to the workplace?

In times of social distancing, we’re reminded of the value of community that we may often…

Vend’s Talei Wood: On rising up and bringing others along with her Article

Vend’s Talei Wood: On rising up and bringing others along with her

As we did last year, we’re extending International Women’s Day throughout the month of March to…

Article

Collect them all—team stickers

Celebrate your support agents’ superpowers by looking for ways as a community to notice their gifts…

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…

Taking big swings is in leader Sangeetha Rai’s DNA Article

Taking big swings is in leader Sangeetha Rai’s DNA

As we did last year, we’re extending International Women’s Day throughout the month of March to…

Flying without a map: Nicole France on charting her course as an analyst Article

Flying without a map: Nicole France on charting her course as an analyst

As we did last year, we’re extending International Women’s Day throughout the month of March to…

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…

Startup Central: How customers can be your way into YC Article

Startup Central: How customers can be your way into YC

Lessons from a YC partner on how customers can help you stand out.

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…

Can burnout actually be good for you? Article

Can burnout actually be good for you?

Health and wellness consultant Jenny Dempsey believes it can. In fact, she credits burnout for leading…

3 reasons why time tracking software saves more than time Article

3 reasons why time tracking software saves more than time

Some executives may overlook implementing time tracking software in their companies. They may want to avoid…

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…

Strategies for leading others through continual change at work 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…

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.…

Empathy Lab: Building community in the workplace from the inside out 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…

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…