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There’s a disconnect in the customer service experience. People are responsible for providing incredible service. Yet, too many...

The world we live in is demanding a remote workforce. And past trends show, as employees get more...

Your customers follow the path of least resistance.

It’s why people flock to channels like self-service...

Editor’s note: We realize racism both in and out of the workplace is an extremely difficult topic...

Finding purpose in your work matters in every profession. In fact, 83% of people say finding meaning in...

Isn’t it true that the best complaint is the one that’s never made?

As customer-company interactions increasingly occur on...

Zoom out: A handful of years ago, tech companies, looking to move their early adopters into raging fans,...

When 45% of your agents take a spin through the revolving door to leave your company each...

We’ve all seen the dystopian movies or books with the same doomsday conclusion: Robots will soon rule the...