Practical ways to type less, reply faster and keep your team consistent.
Voice of Customer tools include surveys, interviews, social media monitoring, NPS, and journey mapping. Learn how to build a VoC strategy, choose the right questions, make feedback easy to give, and act on what customers say.
Organizational silos, company culture, outdated processes, proving ROI, and employee engagement top the customer service challenges CX leaders expect. See what senior CX survey data says about each one and why it matters.
Training new employees on TextExpander helps customer-facing hires stay on brand from their first week. Get tips for setting up Snippets for inline search, adding public Snippet Groups and templates, and using search shortcuts.
ChatGPT and TextExpander work well together in customer service: AI drafts professional replies, and reps save the best versions as Snippets. See ChatGPT's strengths and weaknesses and how to build a reusable email Snippet.
Prospecting emails can be sent as plaintext or as rich text with HTML and hyperlinks, and each format affects deliverability and engagement. Compare the benefits and drawbacks of links and formatting in sales outreach.
Employee retention in customer service starts with knowing what each agent wants next. Meet the three types of support agents (climbers, escapees, and happy campers) and see how managers can keep each group engaged.
Ten customer service experience ideas inspired by Shep Hyken help teams make strong first and last impressions. Explore proactive service, personalization, convenience, helpfulness, and the employee golden rule in practice.
Aliteracy, when kids can read but choose not to, challenges parents and teachers alike. Veteran middle school teacher Mark Phillips shares how students have changed, teaching with technology, and books that spark reading.
Prompt engineering for ChatGPT can help writers analyze their work instead of replacing it. Screenwriter Ryan Briggs shares prompts for evaluating memos, breaking down scenes, and spotting reversals, plus their limits.
