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Tier 2 support team members are the folks responsible for handling technical escalations and more advanced inquiries that are beyond the skills or knowledge of your first level customer service representatives. When supporting a highly technical product, a tier 2 team may handle implementation and core product guidance. In contrast, the tier 2 team supporting a retail product may handle lower priority bugs, dispute resolutions, or triage, as their skills are less about product knowledge and more
I woke up remembering that I hit a girl with a baseball bat. I was taking practice swings during recess, and I struck her on the left side of her head.
In facilitating learning experiences (virtually) over the last 18 months with leaders who want to be more effective in leading remote or hybrid teams, one of the most common concerns I hear is, “We can’t collaborate without a whiteboard.” This is a limiting view (I’ll explain in a second), but if you want hybrid collaboration […]. The post Yes, Hybrid Teams Can Collaborate appeared first on Kevin Eikenberry on Leadership & Learning.
Technical degrees might open doors—but it’s the soft skills that keep them open. In the face of disruption, evolving workplace dynamics, and rising expectations of leadership, soft skills like communication, emotional intelligence, and presence have become core business essentials—not nice-to-haves. Inspired by stories from her father coupled with her own career journey, seasoned executive Chandra McCormack breaks down how to lead with impact, connect with purpose, and cultivate a workplace cult
Customer support representative is one of the most common jobs on the market for individuals looking to work in technology, so the job description you write for your open role needs to be exceptional in order to attract applications from exceptional candidates. It’s important for your job description to clearly reflect your company’s needs and the requirements of the role.
The dumbest mistake is making the same mistake. Why don’t you put your hand in fire? Because you learned. We’re toast unless we learn from mistakes. Learning from mistakes makes existence possible.
Not every generation has a chance to fundamentally reimagine the way we work. For HR professionals, the COVID-19 crisis and the trends it has accelerated in the world of work are a great opportunity to make a lasting positive impact. But unlike the last work revolution driven by now ubiquitous technology like PCs and emails (and with the main focus on technology as the main accelerator), the current shift re-emphasizes the role of humans as the most essential asset.
Not every generation has a chance to fundamentally reimagine the way we work. For HR professionals, the COVID-19 crisis and the trends it has accelerated in the world of work are a great opportunity to make a lasting positive impact. But unlike the last work revolution driven by now ubiquitous technology like PCs and emails (and with the main focus on technology as the main accelerator), the current shift re-emphasizes the role of humans as the most essential asset.
One of the fastest and most predictable ways to build your leadership skills (or most any other skill for that matter), is to learn from experts. And while there are plenty of ways to do that, it can be a slow, laborious, and solitary exercise. Wouldn’t it be great if we could learn from those […]. The post Build Your Leadership Skills and Confidence One Expert At a Time appeared first on Kevin Eikenberry on Leadership & Learning.
What’s your hybrid work strategy? How do you plan to ensure accountability, high performance, equity, and the physical, mental, and emotional health of your people? In this episode of the HR Superstars Podcast , Shane and I interview Tracy Layney , CHRO of Levi Strauss & C o. who discusses their hybrid work strategy and why they implemented their “Manager Reset” program to lead with empathy. powered by Sounder.
I’ve talked with 100s of leaders over the years and here’s the good news. They’re all different. Any belief that you have to be like someone else is misplaced.
What does it take to help leaders communicate and lead in today’s modern world? A simple word answer would be “Contemporary leadership.” Even the most personable and engaging leaders can benefit from contemporary leadership approaches. Contemporary leadership theory is the leadership approach for the 21st century. In the past half-century, the study of leadership has evolved.
Join us for a thought-provoking exploration of the rapidly evolving HR landscape as we examine how technological innovation, regulatory changes, talent strategies, and evolving diversity approaches are reshaping the profession. This webinar will provide HR professionals with practical insights on leveraging AI and emerging technologies while maintaining compliance in an increasingly complex regulatory environment.
Think about a time when you were really confident – when you did something and before you did it, you were confident about how well it was going to go. What happens when you’re confident? Things generally go pretty well, right? Confidence is critical to our success, especially as leaders. In the video here, I’ll […]. The post Five Keys to Greater Confidence – Remarkable TV appeared first on Kevin Eikenberry on Leadership & Learning.
Hi readers, I’m back writing! Well, tweeting mostly, but then developing my points more thoroughly and cross-posting them to my blog. Hope you enjoy this one, which was inspired by a convo I had with Gagan Biyani at Maven about when to scale versus not. Also, a brief announcement: I’ve released the Table of Contents for my upcoming book, The Cold Start Problem.
Great musicians serve music. Great spouses serve each other. Great leaders serve a noble purpose. Your greatness reveals itself as you serve. The path to greatness: #1.
Asking the right stay interview questions is crucial if you want to make a stay interview a valuable source of information. In this article, we’ve listed 21 must-ask stay interview questions to help you keep your best talent. Contents What is a stay interview? Why should you conduct a stay interview? How to conduct a stay interview? Stay interview questions to ask.
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
If you are interested in growing as a leader, professional and/or human, you know that learning from thought leaders and experts is an important strategy. But it is one thing to know and say that, and another to actually do it. Here are five specific strategies that can help you grow faster and learn more […]. The post Five Ways to Learn From Thought Leaders appeared first on Kevin Eikenberry on Leadership & Learning.
Focus on these 3 areas for how to coach an employee who is performing well. When we think about coaching employees, we often focus on how to coach an underperforming employee – not how to coach an employee who is performing well. It’s natural. The employee whose negative attitude needs addressing or the employee who habitually makes mistakes is the one who attracts our attention.
I slept late this morning. I slept late partly because my friend is vacationing in St. Martin. I slept late partly because our granddaughters started school and I didn’t. But mostly, E.B.
How HR can have a greater effect on leaders, organizations, and employees? What are the attributes that make a great HR officer? How do technology and the future of work affect strategic workforce planning ? In this podcast, Dave Ulrich talks about all of these. The goal of value is not what we do, it is what something gets because of what we do. According to Dave, learning to create value for others is one of the top organizational priorities.
Retaining top talent in 2025 means rethinking benefits. In a competitive job market, fertility benefits are more than just offerings - they are a commitment to your team’s well-being. Gain critical insights into the latest fertility benefits strategies that can help position your organization as an industry leader. Our expert will explore the unique advantages and challenges of each model, share success stories from top organizations, and offer practical strategies to make benefits decisions tha
If you want to delight your customers, then the book by Steve Curtin , Delight Your Customers -- 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary , is a must-read for you and your employees. The book explains the seven ways for you and your employees to demonstrate exceptional customer service : Express genuine interest Offer sincere and specific compliments Share unique knowledge Convey authentic enthusiasm Use appropriate humor Provide pleasant surprises Deliver serv
An employee training tracker is designed to monitor employees progress during training programs. They are useful not only for assessing employees, but also the effectiveness of training programs as a whole. A training tracker can not only generate ROI for employees, by improving productivity, but also ROI in terms of the program itself. The ROI of an Employee Training Tracker.
3 decision-making quotes: Theodore Roosevelt: “In any moment of decision, the best thing you can do is the right thing, the next best thing is the wrong thing, and the worst thing you… Continue reading →
Au cours des deux dernières décennies, les récompenses et la reconnaissance ont été la force motrice du succès des entreprises mondiales à offrir une expérience employé presque parfaite. En un mot, les récompenses et la reconnaissance signifient la reconnaissance appropriée, l'appréciation et l'incitation rapide de l'effort d'un employé. C'est l'heure de la guerre des talents là-bas.
2024 has tested every organization, and 2025 promises no less - the warning signs are everywhere. If you’re relying on superficial approaches to diversity, you might find yourself scrambling to catch up. Thought diversity - the fuel for new ideas, fresh perspectives, and disruptive innovation - is more than a buzzword. It's a survival strategy. And if you’re not building it into your workplace culture right now , you’re heading for trouble.
A good manager is both a coach and a counselor. Generally, coaching should precede counseling. As a coach , a manager: identifies an employee's need for instruction and direction and this need is usually directly related to his or her performance or career goals. Coaching is collaborative. It relies on mutual, progressive goal-setting, personal feedback, and an ongoing, supportive relationship.
Employee productivity measurement is an excellent way to gain insight into an organization’s performance. Productivity metrics can be used to improve employee performance , process efficiency, training, the employee experience, and more. Below, we will look at some of the best metrics to use when measuring your employees’ productivity. Employee Productivity Measurement: 12 Top Metrics.
Employees Expect Leaders to Set a Clear Direction A meaningful company mission, the organization’s fundamental purpose, helps to create employee commitment and drive peak performance. Understanding “the greater reason why” your organization exists is a critical ingredient of a high performance culture. It is a leader’s role to articulate and stand behind the company’s vision and mission in a way that is clear, emotional, and aligned.
From rapidly changing state-level labor laws and evolving workplace protections to new compliance expectations around pay equity and hybrid policies, HR teams are navigating a constant wave of regulatory updates. It’s not just about reacting anymore; it’s about anticipating risk, aligning stakeholders, and taking a smarter, proactive stance. In this session, we’ll cut through the noise and help you focus on what matters.
Up until about 20 years ago, companies experienced organizational redesign every few years or even decades. Most top executives would have the experience perhaps only a few times in their careers. However, automation and competitive pressures had begun to accelerate the pace of organizational change. By 2015, organizational change had become a way of life.
Measuring employee productivity can offer insight into an organization’s operations, performance, and even its financials. But what is the best way to measure productivity? Time tracking apps, employee monitoring software, or something else? Read on to find out. Measuring Employee Productivity: A Guide for the Digital Workplace. Below we’ll look at some of the most important elements you need to effectively measure employee productivity in the digital workplace , including software, metrics, and
COVID-19 has wreaked havoc on our lives. We went from a booming economy to great uncertainty almost overnight. We have seen illness, death, job loss, social unrest, increased anxiety, and a loss of normalcy in our lives. We are grieving over many things, including the sense of security many thought we possessed. But the truth is, the only things we can control are our own reactions and attitudes to what is put before us!
Employee recognition has often been deemed a "feel-good" initiative, tied closely to rewards. While we understand its importance, we tend to associate recognition with intangible outcomes like engagement and sentiment, rather than direct impacts on retention and high performance. In today’s workplace, the true ROI of recognition lies in its ability to regenerate tangible, business-driven results.
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