Founder are in search of “yes”. All day. Every day. That’s just how it goes. Whether you’re dealing with a potential cofounder, early employee, investor, or your first batch of customers, you are looking for the elusive “fuck yeah!”
Our friend Mercer Smith-Looper has been mentoring CX Leaders for years. In 2021 she opened the door and started a CX Leaders Peer Group with the goal of having CX Leaders share ideas and learn from each other. In this post she shares the key trends, hopes, fears and dreams that come up during these group sessions.
The other day, I had a really trying conversation with an online retailer. I’d tried to purchase something and, in the crossed wires of COVID-19, the package never arrived.
Customer service management (CSM) refers to how companies facilitate customer interactions. Here’s how your CSM strategy can improve your customer support.
Starting a CX team from scratch? Program Director Kyle Medutis shares three steps to building a solid relationship with product teams and getting customer pain points on the roadmap.
How many times have you canceled a one-on-one with your manager? How many times has your manager postponed yours? How many times have you rescheduled one with an associate?
No matter the industry, one thing is universal—businesses are always looking for ways to work smarter and cut costs. And one of the most popular ways to do both? Outsourcing customer service.
Discover how real-time agent assist, continuous QA, and smart escalation tools empower your team to excel from day one—while opening up exciting new career paths.
While product quality and competitive pricing matter, modern customers are increasingly drawn to companies that demonstrate honesty, empathy, and consistency at every turn.
From setup to optimization, these chatbot best practices will help you streamline CX, enhance efficiency, and improve customer satisfaction.
Successfully managing live chat support in-house can be extremely complicated and demanding, especially during peak seasons or for businesses with a global reach.
A well-written and thorough knowledge base, whether internal or external, can be an extremely useful tool for both your team and your customers. However, especially if your business has never had one or you have no experience building one, navigating the world of knowledge bases can be intimidating.
