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Proven ways to deal with high call volume Article

Proven ways to deal with high call volume

High call volume can overwhelm agents and harm the customer experience. But support managers have a host of ways they can manage and deflect inbound calls.

CX and COVID-19: What agile companies are doing differently Article

CX and COVID-19: What agile companies are doing differently

See what the data says about how the most successful companies are adapting and innovating to meet customer needs as the pandemic wears on.

5 messaging best practices for a better customer and agent experience Article

5 messaging best practices for a better customer and agent experience

Customers want to interact with businesses on the same messaging channels they use in their personal lives. Here's how to make it a good experience.

30 customer success interview questions you should ask every candidate Article

30 customer success interview questions you should ask every candidate

To build the team of your dreams, ask these customer success interview questions.

Forget the pitch: 9 sales questions to close the deal Article

Forget the pitch: 9 sales questions to close the deal

You need to know your prospect before you pitch to them. Here are the sales questions you need to ask to get them talking.

4 companies talk CX, changing course, and managing expectations Article

4 companies talk CX, changing course, and managing expectations

Despite best intentions, describing the state of the world right now as “the new normal” doesn’t…

How to successfully onboard a remote customer support team Article

How to successfully onboard a remote customer support team

Effective onboarding is essential to modern business success, but it's not always easy—especially if you're trying to onboard a remote customer support team.

Setting sales goals in 2020: How to achieve success in today’s changing climate Article

Setting sales goals in 2020: How to achieve success in today’s changing climate

Struggling to meet your sales goals this year? Chances are you'll need to adjust them to meet today's changing climate. Here's how.

5 key things to consider when evaluating a messaging partner Article

5 key things to consider when evaluating a messaging partner

Business messaging is still new, which makes it challenging to know what to look for in a messaging partner. Here's what's important.

From 3 years to 8 weeks—digital transformation is speeding up Article

From 3 years to 8 weeks—digital transformation is speeding up

“We used to talk about a burning platform,” said Scott Engler, VP of Advisory for CFO/CHRO…

The ultimate guide to customer appreciation Article

The ultimate guide to customer appreciation

Like old friends, customer loyalty is gold. Learn how you can build loyalty with customer appreciation.

How a ticketing tool helps SMBs scale with growth Article

How a ticketing tool helps SMBs scale with growth

For up-and-coming companies, seeing the business grow can be immensely fulfilling. Yet it can also be…

15 customer service videos worth watching Article

15 customer service videos worth watching

Explore a list of the most current customer service videos including TED Talks, training tips, tutorials, and CX thought leadership.

The sweet sound(s) of productivity Article

The sweet sound(s) of productivity

We’ve all been there. You’re trying to do some deep work and there’s something going on…

7 tips to get your support teams through 2020 (and beyond!) Article

7 tips to get your support teams through 2020 (and beyond!)

Time to put away that crystal ball. If anything, 2020 has taught us to embrace a…

7 tips for excellent customer service Article

7 tips for excellent customer service

An excellent customer experience can change the way you think about a company, and it can create real loyalty.

6 companies tackling social justice and inspiring customers Article

6 companies tackling social justice and inspiring customers

As many as 70 percent of consumers want brands to take a stand on social and…

Empathy in a chaotic world — and a new way to say thanks Article

Empathy in a chaotic world — and a new way to say thanks

As we continue to ask ourselves, “How can we most be helpful to others, right now?” we think the answer lies within certain values essential to our company like appreciation and gratitude.

Leading a startup during a pandemic: 5 lessons from 5 founders Article

Leading a startup during a pandemic: 5 lessons from 5 founders

Starting up during a pandemic? Not easy, but these founders are making it work. Find out what they said about CX, growth and empathy.

How to ask for a mental health day from work—because we all need one Article

How to ask for a mental health day from work—because we all need one

The day is coming when employees will be shocked to learn that their predecessors couldn’t just…