WFM World


Onwards and upwards with your CX career

Feb 16, 2022 | 7 min read | Ivy Clark

Your mother might not understand that working in customer service, support and experience is a real job. But here are 5 top tips from people who do.

A Rule of Thumb for Workforce Managers

Jan 04, 2022 | 4 min read | Sam Sanders

Have you ever gone into a 1:1 with your employee and needed to give some critical feedback that turned the conversation sour? You can say no, but it’s happened to the best of us. 

Empathy cannot be codified

Dec 28, 2021 | 7 min read | Samanta Velho

(but you can code with empathy) Sure you can say “Not yet!”, and that’s okay: I like to be challenged. But let’s take a step back and break this down.

CX Agents: Product Managers in Training

Mar 17, 2021 | 14 min read | MJ Marques

There’s a rule that hovers over every Support Agent’s head: “Do not make assumptions.” No matter how much you think or believe you’ve seen this issue before or you know what the customer is asking for, there’s always a risk of being wrong.