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11 min read
Cold at work? Why it's time to turn up the heat on conversations around workplace norms
For many adults, “9 to 5” is more than just a Dolly Parton smash hit—it’s their…
Article
4 min read
Omnichannel analytics: what the metrics can show you
An omnichannel approach to customer support requires a dedicated strategy, one that will need to be measured for effectiveness
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12 min read
Building teams, choosing joy, and getting personal: Meet Beth Held
Editor’s note: We’re extending International Women’s Day throughout the month of March to celebrate women in…
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4 min read
Introducing batch data management: a clear path to high-quality data
Take full control of your sales and customer data.
Article
6 min read
4 ways to use your CRM to power your sales and marketing feedback loop
Trying to align your sales and marketing teams? Discover four ways to use your CRM to propel an effective feedback loop between departments.
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5 min read
No Hard Feelings takes on managing emotions at work
Editor’s note: So much great business advice, so little time to read. That’s why each month…
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5 min read
7 ways to improve your agent capacity
If your agents are constantly switching between channels and unable to communicate and collaborate in real…
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7 min read
4 steps for aligning sales and finance forecasts
Explore how communication and the proper sales tools can create a strong synergy between sales and finance, yielding increased visibility and accountability within your company's forecasts.
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13 min read
The evolving role of the CIO
The head of IT used to be an isolated person, speaking a language no one spoke,…
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12 min read
Lead with trust: advice from Shopify’s Marcie Murray
Editor’s note: We’re extending International Women’s Day throughout the month of March to celebrate women in…
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3 min read
How to make your workflow flow
As your support teams grow, here are some tips on how to optimize operations at scale
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5 min read
Want to provide great retail CX? Start with your employees
It’s a tale as old as internet time. A customer walks into a store having researched…
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3 min read
What is a support ticket?
Support tickets offer a wealth of data about your customers that can benefit your entire organization — but what do support tickets actually look like?
Article
9 min read
Squarespace’s Jessica O’Connell on customer support as brand ambassadors
Editor’s note: We’re extending International Women’s Day throughout the month of March to celebrate women in…
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6 min read
How to collaborate across teams to scale customer support
For enterprise companies with hundreds of employees and dozens of departments, you often need to go outside of your customer service team to answer a question
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3 min read
These consumer contradictions mean AI opportunities in CX
Your customers still aren’t entirely comfortable with AI, nor do they understand how it’s already affecting them. Here’s how to help them — and your agents.
Article
7 min read
4 strategies for managing customer conversations
Discover four strategies to effectively manage the customer conversation and create quality relationships.
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