Training a co-located support team is difficult enough. Training a distributed one across multiple s...
A QA scorecard that gets filed and forgotten isn't a quality system, it's evidence that somebody rev...
Everybody says they want omnichannel support… and then build what is essentially the same fragmented...
Growth has a funny way of making companies feel wildly successful and deeply shaky at the same time.
In SaaS, support isn’t sitting off to the side of retention; it’s one of the clearest signals of whe...
Ecommerce CX isn’t just support, it’s a revenue protection function.
A support team structure that works at 10 tickets a day breaks at 1,000.
A few of us got together last week over drinks to talk about where CX is actually headed.
Your support policies might be your weakest security control, and attackers already know it.
If customers have to tell you first, you’re running a helpdesk. Real CX tells them first.