The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their...

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals...

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of...

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. When combining the...

Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. What roles would they play? Would your agents...

Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you...

Whether or not you've reached zombie apocalypse levels of engagement, all customer service leaders must be intentional to win the hearts

Happy 2018, folks! Ready or not, the new year is here. And with the turn of the calendar comes everyone’s favorite annual process: goal...

Of all the things employees despise, end of year performance appraisals (PA’s) are at the top of the list. The Washington Post has...

Do you ever feel like it’s impossible to keep great talent in a customer support environment? You’re not alone! Leaders all over the...