Ever found yourself scrambling for answers when a colleague is away from their desk? An up-to-date knowledge management system can make all the difference, saving time and boosting overall morale and efficiency. Paulo Talhadas, Knowledge Manager at Unbabel, makes the case for robust knowledge management, on Understanding with Unbabel.
Data is key to understanding customers and predicting behavior, intent and outcomes. But can customer experience analysts replicate the modern success of meteorology?
Basic values like empathy should start at home and irradiate outwards into all customer-facing interactions. Learn how People Ops can help improve customer service by improving employee experience.
English has been ruling the internet for long but the data show it’s losing ground fast. Learn which languages you should be supporting in the new decade.
As far as Customer Service goes, even the whitest of lies can harm your brand. Patricia Campos, Director of Customer Success, explains why honesty always pays.
If you read English natively or proficiently, you have enjoyed the best of the internet since its creation. But not everyone can. Find out more about the importance of website localization for business.
The roaring 20s are around the corner, but will they bring anything new to customer experience? We spoke to industry experts about the trends they care about.
All global companies start out as local businesses, but very few of them are able to maintain the personal connection with customers that often characterizes your neighborhood cafe or grocery store. How can businesses scale while remaining authentic?
Chatbots aren’t the only way to automate customer support operations. We spoke to Intercom’s Ryan Steinberg to learn more about the technologies they’re implementing to improve their customers’ experience.
Working as a Customer Service Representative for the first time can be a daunting experience, but even the worst failures make for timeless lessons on what customers really expect from CS.
