by Matthew Brown - Reports. We all have to run them, and read them, and receive them, or submit them, and definitely explain them.…
by Matthew Brown - In Part 1 of this series, we discussed some strategies for helping to navigate new B2B (business-to-business) customer relationships during…
by Matthew Brown - This decade has begun with economic uncertainty. From COVID-19 to political and social movements, businesses of all types have been…
by Matthew Brown - Does your company currently measure customer satisfaction? If so, how accurate and time consuming are your measurements? With so many…
by Matthew Brown - Living in a world where remote work is now common, more companies are leveraging video technology than ever before to…
by Matthew Brown - For the third and final part of our three-part series (Part 1 and Part 2) on building and maintaining strong…
by Matthew Brown - This blog post is the second part of our three-part series (the first part is here) on building and maintaining…
by Matthew Brown - It’s no secret that more B2B (business-to-business) customers are using live chat than ever before. A simple way to get…
by Matthew Brown - Especially in an era of remote work, it can be difficult to manage the morale of your customer support team.…
by Matthew Brown - Creating a great support team isn’t something that happens in a day, a week, or even a month. It’s a…
by Matthew Brown - In an era where remote work has become commonplace, many customer success managers aren’t too happy. Why? Don’t they enjoy…
by Matthew Brown - For a variety of reasons, be it a cultural shift in the workplace or a major event like COVID-19, more…
by Matthew Brown - Everything is moving along nicely with your company and then – out of nowhere – an emergency pops up. For…
by Matthew Brown - As a customer, hearing the answer “go read this self-service article” from a support agent can be a frustrating experience.…
by Matthew Brown - Everyone in the business world has had an experience where it didn’t feel like they mattered to a vendor or…
by Matthew Brown - All companies strive towards having a strong corporate culture. People make a business what it is, so keeping them happy,…
by Matthew Brown - The concept of “customer churn”, or customers leaving a business, is something that keeps executives around the world awake at…
by Matthew Brown - The new year is here and with it comes our annual list of key customer service trends! Our 2019 trends…
by Connor Brooke - As we look forward into the next decade, let’s first reflect back to the previous one and the impact it…
by James Spillane - You get a support call escalated to you one minute, your boss tells you to call a different customer the…
by Jay Leonard - You’ve given them countless product demos. Made executive trips to their headquarters. Answered their questions on Saturday mornings. Invited their…
by Jay Leonard - With more companies creating and expanding their customer success teams than ever before, it’s critical that leadership focuses on the…
by James Spillane - Great companies have always cared about their customers. When a customer pays for a service or offering, it’s up to…
by James Spillane - The difference between a B2B (business-to-business) and B2C (business-to-consumer) customer is night and day. To most B2C companies, customers are…
by James Spillane - Can you truly tell how a customer feels about your business? There are many different tactics that attempt to acquire…
by Connor Brooke - For support agents, ending the conversation with a customer can be a mixed bag. With some customers, the conversation just…
by Connor Brooke - There’s no way around it – in the modern business world, companies need data from all areas of their business…
by Connor Brooke - Seeing a business grow in front of your eyes is exciting. You’ve got a product or service people love, and…
by James Spillane - B2B (business-to-business) customers are becoming more demanding. After experiencing some of the more modern support methods in their everyday B2C…
by James Spillane - Please hold. There are 12 callers ahead of you. Your business is important to us. This scenario is still far…
by Connor Brooke - Many businesses are looking for new ways to improve and strengthen their own customer relationships. They’ve hired a great team…
by James Spillane - In the business world, knowledge is power. A team of bad ass, knowledgeable employees will impress even the most difficult…
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