15 Feb How Agile Principles Can Transform Your CX
Agile principles are a powerful tool for improving customer service through collaboration, adaptation, ownership and responsiveness. ...
company culture Tag
21 Dec Customer Service Heroes: 5 Happy Holiday Tales
The holiday season is rife with customer service horror stories from both customers and workers. But there are the wonderful ones that keep the seasonal spirit alive and well. Here are happy holiday tales of customer service heroes to draw inspiration and good vibes from...
14 Dec Customer First: Is It Always the Best Policy?
A customer first policy is not always best, even for the customer, when it’s missing key components for success....
10 Aug 8 Ways to Reduce Agent Churn and Build a Positive Customer Service Environment
According to a Salesforce report from February 2022, 71% of agents have considered leaving their jobs in the previous 6 months with 86% saying they require more from their companies in order to stay. Are you using the following methods to reduce agent churn and...
29 Jun 5 Points for Effective Contact Center Agent Feedback
Jimi Hendrix loved to fling his guitar around to get weird and wonderful sounds from the feedback.” Jimi Hendrix and his guitar virtuosity aside, we are focusing on their business use of the word feedback: information about something such as a new product or someone's...
07 Jun An Unhappy Customer Service Agent is More Than a Meme
An unhappy customer service agent is more than a meme, they are a person with difficulties that have solutions.Customer service whether it is as a content moderator, contact center agent or customer sales rep is emotionally taxing....
12 May Help Your Agents Stay Energized at Work
Ann started her day with a double espresso and a quick lap around the block, but by 2pm she has been staring at the same customer service ticket for ten minutes and can’t remember what her last action on it was. She’s so tired she...
15 Jan 4 Ways To Avoid Post-holiday Burnout In Customer Service Agents
Conceptual photo illustrating burnout syndrome at work...
14 Aug Creating Company Culture to Strengthen Customer Service Agent Support
Customer service agent support is key. Agents have a tough job. Let’s be honest, the work is repetitive and dull. These are human beings tethered to a headset at a desk for hours listening to people complain. There are many demands from supervisors and executives....
11 Apr How Top Brands like Virgin Build Company Culture
You can teach employees a slogan or a marketing soundbite, but what company culture truly is beneath the polish is the foundation upon which the company soars, or falls. It is what people feel about a company and how they talk about it when the...
27 Mar Longevity and Customer Experience – 100 years in business and counting
Slow like an LA rush hour or fast like a New York minute, change is inevitable. Companies that have passed the century mark realize that change is good, like new ice cream flavors. They are embracing the connection between longevity and customer experience, so they...
20 Mar Trends in Customer Experience show Agents Need Support
45% of agents don’t feel they have sufficient tools for success. Why is that? How can you support your customer service agents and improve customer experience?...
30 Jan QA Challenges: A Philosophical Approach
The ancient philosophers understood challenges. Customer service QA challenges don’t have to ruin KPI. Instead, they can be a call to action....