Blog

“Just tell me what to do,” said the manager after looking at the employee engagement survey results for his department. We hear that a lot. Managers are busy and don’t have much time to read reports and create action plans. Some feel understandably lost when trying to engage their employees. Here are five quick wins—things you can...

In my last post titled "3 Simple Ways to Delight Your Customers," I described a few techniques successful companies can use to delight customers and differentiate their services from the competition. But unfortunately, let's be honest, despite our best intentions to provide the best customer experience possible, we...mess...up. The product doesn't perform as intended, the customer couldn't get...

It's the final day of ICUC 2013, and we've had a great time with all our customers. Enjoy the last day of the conference, and we can't wait to see you next year! via Vidyard...

Today ICUC 2013 gets off to an official start. For those of you who couldn't make it, get a glimpse of what's happening at our biggest event of the year. If you're there now, check out what's in store for you! via Vidyard...

“Multichannel is here!” exclaimed our Customer Support Vice President. “As you guys read in the CSAT comments and out on social media, our customers don’t just want to talk to us through phone and email anymore. We have to listen to them and give them the channels they want and need!” It seemed that we, like a lot...

People are starting to arrive at ICUC 2013 in Las Vegas. We're excited to have everyone here. (If you couldn't make it this year, get a taste of what ICUC 2014 might be like.) Don't forget to attend the welcome reception, and we'd love to have you participate in the Daily Photo Challenge. via Vidyard...

Management had been talking about adding social media customer service for months. “Let’s set up our own Facebook page!” I overheard one of the supervisors declare. “We can put up pictures of the team, talk about stuff happening in the office, and really make it cool and personal! It’s about customer engagement!” “No, no, no.” I heard another...