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Welcome to our blog, where curiosity meets expertise. Here, we dive deep into the latest trends, share our professional insights, and offer practical advice to navigate the ever-evolving landscape of customer experience.
Exploring the Heart of Our Industry
The Argument for Engineering Teams to Participate in Support Work
While ideal customer profiles and personas can be useful tools in our work lives, they cannot fully capture the complexity and...
Tamara McKenzie
Aug 2, 20234 min read
Helping Your Team Develop Time Management Competencies for Enhanced Customer Service
As a CX leader, one of your key responsibilities is to support your team in developing effective time management skills, particularly for...
Tamara McKenzie
Jun 18, 20235 min read
Unlock the Power of User Interviews: A Guide to Conducting Effective User Research
If you're responsible for the user experience at your company or organization, conducting user interviews can be an incredibly powerful...
Tamara McKenzie
Jun 14, 20235 min read
Achieving Sustainable Growth: Strategies for Startups
In the startup world, the word "growth" is heard constantly, from market share to revenue. The emphasis is often on achieving rapid...
Ana Gomez
Mar 9, 20236 min read
The Biggest Customer Service Start-Up Problems and How to Conquer Them
When launching a company, prioritizing customer service should be at the forefront of your considerations. The quality of your customer...
Tamara McKenzie
Feb 9, 20235 min read
How to Write an Inspiring Mission Statement to Kickstart Your Startup
Writing a mission statement can be a daunting task, especially when you’re just starting out. But it doesn’t have to be. In this article,...
Ana Gomez
Jan 19, 20235 min read
2023 Support Trend Predictions
In 2023, we expect to see leading organizations turn to automation to solve their most urgent customer service challenges—and turn a...
Devon Harris
Dec 31, 20222 min read
Customer Service Tips for Small Business
To deliver excellent customer service, small businesses need to be resourceful and strategic despite having smaller teams and fewer...
Ana Gomez
Dec 13, 20224 min read
Segment and Conquer: A Guide to Effectively Segmenting Your Users and Avoiding Common Pitfalls
Segmenting users is a crucial skill in business analytics. It helps analysts understand different groups within their customer base and...
Tamara McKenzie
Jul 28, 20224 min read
Your Guide to Creating an Internal CX Newsletter
As a proactive support leader, it is important to regularly showcase the successes of your team to the rest of the company. While other...
Tamara McKenzie
Jul 2, 20226 min read
Effective Strategies for Managing a Large Zendesk Account
Zendesk is a popular support platform that is used by 100,000 companies to assist their customers. It is flexible and easy to use, but it...
Tammy McKenzie
Jun 22, 20225 min read
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