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How Pilot convinced Index Ventures to think long-term about margins

On a recently recorded (and soon-to-be published) episode of the Found podcast, an entrepreneur told my co-host and me that he sees a broad swath of the venture capitalists out […]







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4 ways to make DEI a key component of customer service and culture

Joyce Lee Contributor As Alorica’s chief culture officer, Joyce Lee oversees the development and execution of programs, activities and events that keep 100,000+ employees engaged and inspired. Truly effective customer […]













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Sanas aims to convert one accent to another in real time for smoother customer service calls

In the customer service industry, your accent dictates many aspects of your job. It shouldn’t be the case that there’s a “better” or “worse” accent, but in today’s global economy […]










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3 critical lessons I learned while scaling RingCentral’s customer support team

Shaun Spivak Contributor Shaun Spivak is the senior director of Global Customer Support at RingCentral, a global leader in communication and call center software provider. There are many things I […]