The vast majority of customer service isn’t critical, but that’s not the case for nonprofits working at the forefront of some of the most pressing challenges facing our planet and society today. From ...

What’s the most valuable lesson you’ve learned about identifying your ideal customer, and how has this lesson shaped your marketing strategy? To uncover practical advice and real-world experiences, we ...

While it’s often the horrible customer service experiences that go viral on social media or become the topic of discussion over dinner, when asked, most people could likely think of a time when they ...

The word “routine” has been in use since the mid-1600s. Derived from the English and French words for “route,” it’s meant to convey a regular activity done along the way to somewhere else. It’s often ...

In the rapidly evolving field of customer service, Artificial Intelligence (AI) has become a game-changer, particularly in the contact center. As AI is applied to solve business challenges and improve ...

GenAI has the potential to enhance customer service productivity by 45% (McKinsey). However, most early GenAI projects in customer service have failed to meet cost reduction and CX goals. Gartner ...

If content is king then conversation just might be an outranking Emperor. In this age of digital transformation, it's easy to forget the importance of human-to-human interaction in business. However, ...

From decorating their front desks to offering gifts and rewards, all these activities that take place during the week are aimed at boosting morale and teamwork in organisations. It is a time to reward ...

On April 16, 2007, my wife talked me into adopting a tan, 2-year-old Labradoodle and Sheepdog mix. She wasn’t the dog I had in mind, but she slowly grew on me. We gave our boys the important role of ...