Article

Latest stories Page 17

Why negative reviews could be the source of your next customer Article

Why negative reviews could be the source of your next customer

Looking at negative reviews purely as the enemy can blind you to their true potential. They're an opportunity to win back customers and enhance your brand’s reputation

The gift of productivity: 3 benefits of customer service team diligence Article

The gift of productivity: 3 benefits of customer service team diligence

With customer-centric organizations turning to support agents' experience as the source of improved customer experience, productivity and team diligence are crucial

6 tips for improving your business’ customer focus Article

6 tips for improving your business’ customer focus

Improving your customer focus starts by deepening your understanding of what customer focus means and building an effective customer focus strategy

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 3 pillars of effective sales leadership Article

The 3 pillars of effective sales leadership

Throughout my 16+ years’ experience managing and leading teams, I’ve learned that effective leadership relies on…

The benefits of building a customer community Article

The benefits of building a customer community

When you give your customers a space to get to know each other, it empowers them…

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…

The best lead scoring models have these 7 factors Article

The best lead scoring models have these 7 factors

To consistently find strong potential customers, sales reps need a lead scoring model. Here we’ll look at the seven factors that all robust lead scoring models have in common

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 ways to make AI practical and accessible in CX Article

3 ways to make AI practical and accessible in CX

Goal-oriented business leaders need an AI accessibility and usability revolution in CX. Ada's Ruth Zive shares sharp, actionable ways to create it

5 ways financial services can use messaging to create a better experience Article

5 ways financial services can use messaging to create a better experience

Financial services are taking a bite of the conversational business cake and eating it too, creating fast, personalized, and secure messaging experiences

The 4 most important ways software impacts your customer experience Article

The 4 most important ways software impacts your customer experience

Customers may not be interested in your customer experience software – but your company absolutely should be

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…

Diving deep into CX trends: a Q&A with Ray Wang Article

Diving deep into CX trends: a Q&A with Ray Wang

Ray Wang of Constellation Research shares actionable insights into this year's most critical customer service trends

‘Kill Reply All’—a rallying cry for better digital etiquette 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…

The ultimate lead qualification checklist in just 5 questions Article

The ultimate lead qualification checklist in just 5 questions

With a lead qualification checklist, your organization has a tool for staying aligned, organized, and accurate when it comes to evaluating prospects

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…

What is customer centricity? Article

What is customer centricity?

A customer centric business model puts customers in focus. Learn the advantages of being customer centric and how to build a more customer centric culture.