Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
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Article
8 min read
The role accents play in customer service
If you haven’t yet seen Sorry to Bother You, it artistically and absurdly illustrates the very…
Article
8 min read
Should D&I training be mandatory?
Racism embarrasses a major corporation; the company takes public steps to make amends; rinse, repeat. It’s…
Article
7 min read
How men can serve as allies for women in the workplace
When the sexual harassment allegations against Harvey Weinstein broke in late 2017 (though his behavior had…
Article
6 min read
Survey reveals that the agent experience should drive tool adoption
In the past 3-to-5 years, customer service leaders added an average of 8.6 tools to help…
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Article
5 min read
Brené Brown makes the case for vulnerability in Dare To Lead
Editor’s note: So much great business advice, so little time to read. That’s why each month…
Article
9 min read
From geniuses to ninjas—why companies are branding their support teams
It’s Saturday. I walk up to the bar feeling cool and confident, but also anxious. Not…
Article
7 min read
Happiness at work depends on your perspective
Are you happy with your job? A lot of people aren’t. For several years, Gallup’s employee…
Article
7 min read
If you want customers to trust you, trust your agents to make them happy
Maybe I just caught him on a bad day, but John Tschohl, an expert on customer…
Article
8 min read
5 productivity hacks anyone can do
Move over time and money, a person’s greatest asset in today’s rapid-fire world is the ability…
Article
9 min read
Customer service in the sharing economy: a delicate balance
The sharing economy is a whole new beast. This is the economy by which people use…
Article
9 min read
Stemming the loneliness epidemic one interaction at a time
As you’ve likely heard, there is an epidemic of loneliness going around. People feel profoundly disconnected…
Article
8 min read
The startup psychologist: It’s easy to bake your issues into your company
The entrepreneurial journey can be lonely, all-consuming, fraught with failure, and devastating to relationships. All the…
Article
4 min read
One-minute meditations to help you reset
It always sounds lame when someone tells you to deal with stress by taking a few…
Article
7 min read
Is it time to redefine wellness in the workplace?
Visit any number of tech, advertising or consulting companies at lunchtime and you’ll witness the impact…
Article
8 min read
Should you hire for potential and attitude, or experience?
Hiring can be an exciting yet challenging task. On one hand, hiring typically signifies expansion and…
Article
3 min read
What will we leave behind for the underrepresented in tech?
Women are able to vote, drive, own property, pursue almost any career they want, raise a…
Article
17 min read
Tackling difficult topics head on: A conversation with Amy Gallo
The author of the HBR Guide to Dealing with Conflict and a contributing editor at Harvard…
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