There are more Zoomers than Boomers in the workforce now. The World Economic Forum projected that by 2025 Gen Z will make up 27% of working people in the 38 OECD countries and one third of the world population. They are likely to become...
Reputation inflation is more than useless. It masks problems, ruins data and feeds a culture of fear....
Businesses must evolve as the people who work them and those who buy from them evolve. Changes in CX and EX in customer service have to come at the speed of change in the world as a whole....
Employee engagement and CX are powerfully connected. Empower employees with information and invest in them as people for great customer experience and business....
Agile principles are a powerful tool for improving customer service through collaboration, adaptation, ownership and responsiveness. ...
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...
A customer first policy is not always best, even for the customer, when it’s missing key components for success....
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...
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...
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....
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...
Conceptual photo illustrating burnout syndrome at work...
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....
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...
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...
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?...
The ancient philosophers understood challenges. Customer service QA challenges don’t have to ruin KPI. Instead, they can be a call to action....
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