The COVID-19 outbreak and the economic instability it triggered has touched every sector of the tech industry.
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.
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?
Team building isn’t usually the first topic to be discussed about managing remote teams, but we shouldn’t ever underestimate its importance.
"Quality is alive and constantly changing. We’re always moving the goalpost to improve quality and, ultimately, customer experience." - Giulia Gasparin, QA Manager
Coalesce is a digital products agency based in New York that had a challenge: streamline testing and let their dev team focus on building new features - not on testing.
One of the most important elements of receiving feedback is understanding. Seems obvious, doesn’t it? Well, that’s not always the case. Sometimes “understanding” isn’t our immediate response to feedback, because we’re too busy being blinded by the “wrong things” we had pointed out to us during it.
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Erica started her career in marketing but moved into success and support roles 10 years ago, never looking back. Read how she built a 30-person support team from scratch that proved to be the growth engine for the company.
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Kim Wagner, Head of Quality at PartnerHero, wants you to forget everything you’ve ever heard about Quality Assurance (QA) programs. In her mind, traditional QA programs used by most companies and BPOs are biased, incite fear in employees and - perhaps most damning - do little to help customer support teams improve the quality of customer interactions.
