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CX Leadership

Support agent with a headset reaching out to a customer on her laptop screen after the sale

When does Customer Service End?

Customer Experience

When does Customer Service End? Read More »

Tired manager at a dark kitchen table late at night with a phone lighting up

On-Call Pay for Managers: What to Ask For

Operations

On-Call Pay for Managers: What to Ask For Read More »

A help desk floor with a manager pointing at a coverage plan on a whiteboard

Help Desk Pandemic Planning: What the 2009 Swine Flu Alert Means for Your Team

Operations

Help Desk Pandemic Planning: What the 2009 Swine Flu Alert Means for Your Team Read More »

Support agent with a headset watching a storm of speech bubbles rise from her phone

Social Media Early Warning: What the Domino’s Video Teaches Support

Customer Experience

Social Media Early Warning: What the Domino’s Video Teaches Support Read More »

Person drafting an outage message at a desk beside a clock, with an empty browser window showing a warning

What Google’s Gmail Outage Apology Got Right (and Missed)

Customer Experience

What Google’s Gmail Outage Apology Got Right (and Missed) Read More »

Manager alone in an open-plan office at dusk holding a phone and pager among empty desks

When a Hiring Freeze Puts the Pager on the Manager

Operations

When a Hiring Freeze Puts the Pager on the Manager Read More »

A manager sitting alone at a meeting table at dusk, looking out over a wintry city

Recession Budgets and the Customers You Already Have

Customer Experience, Operations

Recession Budgets and the Customers You Already Have Read More »

A customer service manager at an office desk with a monitor, a stack of letters and a desk phone

Twitter Customer Service: Who Gets Listened To?

Customer Experience

Twitter Customer Service: Who Gets Listened To? Read More »

A lookout with a telescope watching a storm cloud approach a small town

Leading Indicators for Support Teams: Lessons from Google Flu Trends

KPI

Leading Indicators for Support Teams: Lessons from Google Flu Trends Read More »

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