As we wrote in last week’s post, the busy holiday season is a stressful period for front-line teams. Getting blasted by an angry customer magnifies that stress 1,000 times, rattling […]

Zendesk Relate is in full swing at the Fairmont Hotel in San Francisco this week. Alongside a packed schedule of panels and keynotes, there’s one product announcement which is generating […]

Black Friday is approaching fast. You’ve spent weeks or months working through your customer service priority checklist: people, processes, technology, workflows. Your front-line teams are bracing for what’s coming – […]

Zendesk Relate is nearly here! As we get ready to make our way out west for some insights, inspiration, and good times with our fellow travelers in the global customer […]

  After decades of punishing workflows and stress, contact center leaders can finally breathe easy. No more running a bare-bones, high-churn operation to save money. No more scrambling to (barely) […]

FabFitFun is all about bringing joy to its members. Each season, it ships them curated boxes of full-size beauty, lifestyle, and wellness products. The brand offers other perks, too: member-only […]

Once upon a time, customer service jobs offered a steady paycheck in exchange for mind-numbing, morale-crushing workdays. Most agents were out the door within a few weeks or months. To […]

Learn how to coach and train your customer service team

What happens when startup companies make customer service part of their cultural DNA? They grow fast, disrupt the status quo, and put establishment brands on notice. We’re seeing this happen […]


CX ain’t what it used to be. The pressures are greater, and the stakes higher, than they were a decade ago. Five years ago. Even six months ago. And everyone […]