There is no shortage of challenges that companies and HR organizations now face as a result of COVID, and how to best evolve the employee experience is a question that has surfaced as a result. Everyone is trying to figure out what the employee experience looks like when working from home, back in the office, or a hybrid of the […]

Designing a support experience that enables you to have natural conversations with your customers regardless of channel sets up your organization to provide exceptional service both now and down the line. Though it might be tempting to add products and channels piecemeal as you grow, it becomes difficult to later connect the dots and data and provide consistent conversational experiences. […]

During periods of economic instability and uncertainty, customer service leaders are faced with more than standard-fare challenges. These generally fall into three primary categories:• Lowering and prioritizing costs• Scaling for growth and finding creative ways to increase revenue• Retaining customers, who may be facing these same challenges Any of these are difficult on their own and may feel insurmountable when […]

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