Culture

Great customer experiences require more than the right tools. It’s also about the people—your people.

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The human approach to building better customer satisfaction surveys Article

The human approach to building better customer satisfaction surveys

A customer satisfaction survey is a simple, yet effective way to understand customer needs and behaviors.…

Break the fourth wall to transform customer experience Article

Break the fourth wall to transform customer experience

By breaking the fourth wall, businesses can pull people close to the brand, its mission and…

Writing condolences for a coworker Article

Writing condolences for a coworker

Writing condolences isn’t easy, especially for a coworker, but don’t be so afraid of writing the…

Like a boss: how to be angry at work and stay professional Article

Like a boss: how to be angry at work and stay professional

Instead of bottling up your anger at work, learn how to use it as a catalyst…

The blurry line between fact and fiction Article

The blurry line between fact and fiction

The lines between fact and fiction are fuzzier today than ever before. While stories do not…

Just be real: an Instagram star unfiltered Article

Just be real: an Instagram star unfiltered

Essena O'Neill pulls back the curtain on her picture perfect life.

Management takeover: Gen Y takes charge Article

Management takeover: Gen Y takes charge

Look around your office and you're likely to see at least three generations at work. In…

The shameful trend of public shaming: a Q&A with author Jon Ronson Article

The shameful trend of public shaming: a Q&A with author Jon Ronson

Is it okay to humiliate another human being—someone you only know from a single Twitter post?…

How to write great emails in the age of social service Article

How to write great emails in the age of social service

There’s no denying that the Internet and social media are changing the way we all communicate.…

Use the right tone of voice to increase customer satisfaction Article

Use the right tone of voice to increase customer satisfaction

Merely using positive language in conversations (e.g., “thank you”) only has a 7% impact on a…

Starlee Kine doesn’t do small talk: a Q&A with the world’s coolest detective Article

Starlee Kine doesn’t do small talk: a Q&A with the world’s coolest detective

Would you be friends with Sherlock Holmes? Sure, he’s a total genius and he gets into…

Not feeling it? Learn how to navigate the roadblocks to empathy Article

Not feeling it? Learn how to navigate the roadblocks to empathy

Science (and perhaps experience) tells us empathy is on the decline. But how much do we really know about empathy? Where does it live in the brain, and is it inherent to all people, or only to some? Can our capacity for empathy be enlarged?

How to trample an internet troll and come out on top Article

How to trample an internet troll and come out on top

The relationship between an internet troll and their target is one of the most toxic relationships…

Shit support agents say Article

Shit support agents say

At least a few of these phrases are bound to sound familiar whether you're calling customer…

The relationship between customer loyalty and expectation Article

The relationship between customer loyalty and expectation

It’s easy to be in love with a brand when everything’s going well. When, for example,…

12 funniest customer service scenes in film and television Article

12 funniest customer service scenes in film and television

Bad customer service—when you’re not at its mercy—can be pretty funny. We’ve all been there before,…

Can you hear me now? 5 surprising ways that phone support can fail. Article

Can you hear me now? 5 surprising ways that phone support can fail.

As a customer service agent, you know what it takes to have a great customer phone…

The magic of a good business partnership: don’t start out as friends Article

The magic of a good business partnership: don’t start out as friends

Penn and Teller are a fantastic example of how business partners can be successful when their…