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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.
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.
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.
Article 30 customer success interview questions you should ask every candidate
To build the team of your dreams, ask these customer success interview questions.
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.
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…
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.
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.
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.
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…
Article How to show customer appreciation (+ customer gift guide)
Like old friends, customer loyalty is gold. Learn how you can build loyalty with customer appreciation.
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…
Article 18 customer service videos to improve your customer service skills
Explore a list of the most current customer service videos including TED Talks, training tips, tutorials, and CX thought leadership.
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…
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…
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.
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…
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.
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.
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…