The stories that people tell at a company, and about a company, really do matter. Just don’t forget that the day in, day out heroism, on every customer call, every customer interaction, matter as well. Full Article »

No, technology is not the devil. Yes, technology can improve customer service. But does it really create the ideal customer experience? Safelite's VP exclusively reveals how his team efficiently delivers value to customers without banking on IVR and automation. Full Video »

Martin Neat, National Grid, reveals why utilities contact centers can no longer restrict their focus to transaction-based customer service. Find out how his leading organization is establishing the culture and strategies needed to drive real relationships! Full Podcast »

You can’t avoid failure completely because sometimes you’re going to make mistakes, or if not you, someone will make them for you. These kind of failures can be valuable in that you will know what and what not to do and avoid similar situations in the future. However, there is one type of failure that can, in fact, put you out of business. How can you avoid it? Full Column »

A Zombie Apocalypse is probably not something that keeps most support teams up at night. After all, what are the chances of an uprising of the living dead? But unless your support team is prepared for everything, there is a good chance you could just get overwhelmed when the support load hits the roof. This Greenpaper is all about getting your customer support ready to take on any spike in ticket volumes, with tips, best practices and a bonus "Zombie Readiness Checklist!" Full Whitepaper »