Culture

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

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How to follow the sun and provide great global support Article

How to follow the sun and provide great global support

If you want to provide 24 x 7 support 365 days of the year—or more loosely, “anytime, anywhere” support—you can adopt the follow-the-sun” model. Here’s how it’s done.

Measuring happiness: What’s the difference between CSAT and NPS®? Article

Measuring happiness: What’s the difference between CSAT and NPS®?

It’s important to look at customer happiness in the short- and long-term. This requires sending out two different types of survey: CSAT and NPS. Discover how to use both effectively.

When giving two weeks’ notice is complicated Article

When giving two weeks’ notice is complicated

We've been taught that giving two weeks notice is a necessity. But according to our resident…

You big meanie: from online bully to ethical troll to just being nice Article

You big meanie: from online bully to ethical troll to just being nice

When you're passionate about your brand, reputation, or opinion, it can be hard not to take…

Interview questions for hiring great customer service reps Article

Interview questions for hiring great customer service reps

These interview questions for customer service reps will help you find & hire the best. Includes…

Why does hate thrive online? Article

Why does hate thrive online?

Online hate takes many forms, but the result is often the same: little things like name-calling…

5 ways to better connect with customers using NPS data Article

5 ways to better connect with customers using NPS data

Explore this interactive infographic for five unexpected ways to use your Net Promoter Score data to better connect with customers.

Radical Candor: be a better boss by saying exactly what you think Article

Radical Candor: be a better boss by saying exactly what you think

Giving an employee candid feedback can be challenging. By using the Radical Candor concepts, the process…

Empathy and humanistic design are customer service game changers Article

Empathy and humanistic design are customer service game changers

Anyone in customer experience is looking for the customer service game changers. Author Rebecca Huval thinks…

Tell your story with less confabulation and more vulnerability Article

Tell your story with less confabulation and more vulnerability

Few words are as scary as vulnerability, especially in the workplace. Vulnerability implies a willingness (and…

Get uncomfortable: the path to radically better relationships Article

Get uncomfortable: the path to radically better relationships

The path to better relationships—both professionally and personally may be in getting uncomfortable and going radical.…

Every body tells a story. What does your ink say at work? Article

Every body tells a story. What does your ink say at work?

Showing tattoos at work is becoming more frequent, as over 29 percent of Americans now have…

Model Ashley Graham weighs in on the body acceptance movement Article

Model Ashley Graham weighs in on the body acceptance movement

Model Ashley Graham wants to take the 'size talk' out of everyday talk. She's helping lead…

It’s not me, it’s you. When to break up with a customer. Article

It’s not me, it’s you. When to break up with a customer.

Not every customer relationship is going to be perfect, but some are downright toxic. Knowing when…

When “no” is the right thing to say to a customer Article

When “no” is the right thing to say to a customer

Telling a customer no, is never easy, even when it is the right thing to say.…

“Thank you.” What to do with customer complaints. Article

“Thank you.” What to do with customer complaints.

Saying 'thank you' might not be what you want to say when receiving negative customer feedback,…

Manage your amazing customer service team Article

Manage your amazing customer service team

This Relate Leadership Guide focuses on managing the most valuable asset you have, your team and your people. If they’re happy and engaged, there’s a better chance that your customers will be as well.

Successfully build and manage a virtual customer service team Article

Successfully build and manage a virtual customer service team

In this Relate Leadership Guide learn what makes a great virtual employee, how to foster good communication, ideas for keeping it fun, and tools that promote efficiency and transparency.

Recruit, hire, and onboard customer service representatives Article

Recruit, hire, and onboard customer service representatives

This guide provides you with advice for recruiting, hiring, and onboarding reps who embody the traits that help build great customer relationships and deliver great customer service.

Dare to choose empathy Article

Dare to choose empathy

Brands who dare to be empathetic and some of the most successful and inspiring. Don't have…