Help Scout Leadership
AUGUST 22, 2023
It’s easy to add a new messaging support channel, but can your business deliver high-quality service through that channel at sufficient scale? Here are some ways in which you can make it happen.
Suzi McAlpine
AUGUST 22, 2023
When was the last time you changed your mind about something?What is something which you used to believe in strongly, but don’t anymore? When I asked myself these two questions this morning, I had to think long and hard. And that made me feel uncomfortable. I fall prey to confirmation bias. I’m strident when it… The post What have you changed your mind about?
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Harvard Business Review
AUGUST 25, 2023
Feeling undermined, unappreciated, or unsupported by a colleague when you’re both in the same meeting can lead to loss of trust, along with feelings of self-doubt and lack of confidence. But looking to see what you can do to help the situation, rather than dwelling on what someone is doing to you, can begin to ease tension and repair a dysfunctional working relationship.
Lolly Daskal
AUGUST 25, 2023
As a leader, it’s natural to have moments of self-doubt and insecurity. However, sometimes these feelings can escalate into what is known as imposter syndrome, a feeling of unworthiness or inadequacy despite evidence of success. If you’ve ever felt like an imposter at work, you’re not alone. In fact, research shows that imposter syndrome is common among high-achieving individuals.
Speaker: Carolyn Clark and Miriam Connaughton
The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.
Help Scout Leadership
AUGUST 22, 2023
The best customer service tips can only come from world-class teams. Here are 16 tips for delighting your customers.
Niagara Institute
AUGUST 22, 2023
Psychological safety isn’t just another throwaway, corporate buzzword. Psychological safety at work is something that influences the employee experience - for better or worse - every single day. Unfortunately, it’s still a work in progress for many. In 2022, 61% of leaders with diversity-related titles said they were only “somewhat confident” that their employees felt a sense of belonging, inclusion, and psychological safety at work, while another 24% said they were “somewhat unconfident.
OrgDev Digest brings together the best content for management professionals from the widest variety of industry thought leaders.
AIHR
AUGUST 22, 2023
In today’s fast-paced and competitive business environment, a skilled Benefits Coordinator is vital for employee wellbeing and satisfaction. According to a Qualtrics report, employees who are satisfied with their salaries and benefits are 13% more likely to continue working for their current employer for 3+ years. Aflac also found that 83% of organizations believe their benefits package positively impacts employee productivity, while 84% reported that it enables them to recruit top talent.
Help Scout Leadership
AUGUST 22, 2023
In a world where support is often thought of as a cost center, these remarkable customer service stories will remind you of its true potential.
Scott Elbin
AUGUST 22, 2023
Very few of us wake up in the morning with the goal of making someone else’s day more difficult. On the other hand, I doubt many of us wake up with the goal of making someone else’s day great. My guess is most of us wake up with the goal of taking care of whatever is on the to-do list for the day and then get on with our business. That’s kind of a shame because that extra intention of making someone else’s day great is a force multiplier.
15Five
AUGUST 23, 2023
Artificial intelligence (AI) has become a cultural phenomenon that promises to transform how workplaces operate. But when any exciting new technological innovations emerge, our society tends to put the cart before the horse. And we haven’t had a technology this powerful in many years (maybe ever). While there are people on both extremes of the AI argument—some ready to dive head-first into an AI-powered future and others warning of an imminent robot apocalypse—most AI experts fall somewhere in t
Speaker: Kaitlin Ruby Carroll
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
AIHR
AUGUST 20, 2023
Building a robust talent supply chain is essential to overcoming talent shortages. Yet, in a recent survey, 72% of CEOs and board leaders cited the availability of key talent/skills among the top 5 most pressing threats to organizational health. Post-pandemic, employers struggle to find workers due to factors like the Great Resignation , retirements, and changing perceptions about work.
Help Scout Leadership
AUGUST 22, 2023
The terms customer service and customer experience are often confused or used interchangeably. They’re not the same thing, but they are related.
Chief Outsiders
AUGUST 22, 2023
When you think about the tech you use in your business today, does this sound familiar: endless spreadsheets, confusing email chains, clunky legacy systems? Many times this happens because of concerns about the cost and complexity of trying new approaches.
Rhythm Systems Growth
AUGUST 23, 2023
I have to admit that I am a data geek. I do know that I have a unique personality type and most people aren’t interested in digging deep into the numbers and want to jump off a bridge anytime that you mention a pivot table. The great thing is that you don’t need to be a nerd in order to increase your team and company performance with KPI dashboards.
Speaker: Jeremy York
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.
AIHR
AUGUST 24, 2023
Recruitment is just the first step in attracting and retaining top talent. A new hire checklist that ensures a successful onboarding process is essential if you want to achieve greater hire retention and boost the productivity of new hires. As an HR professional, your role is to create an exceptional new hire onboarding process that meets your organization’s talent objectives.
Help Scout Leadership
AUGUST 22, 2023
Learn what a knowledge base is and discover how to plan, create, and deliver effective help center content to create better customer experiences.
Lolly Daskal
AUGUST 24, 2023
Many people follow their bosses only out of a sense of obligation or because they are being compensated. However, some exceptional leaders have the ability to inspire their team to go above and beyond, not just because they have to, but because they want to. This distinction can be the key to achieving exceptional results as a leader. To become a leader that people want to follow, consider these strategies: Become valuable: To be a valuable leader, you need to be an expert in your field and cont
Association Now Workplace
AUGUST 23, 2023
Professional development plays a significant role in attracting, retaining, and growing staff. One expert shares ways associations can prioritize learning and development without breaking the bank. Recruitment and retention remain top-of-mind concerns for employers in 2023. Research has shown that for many employees, the decision to stay or leave is influenced by whether an organization offers staff professional development opportunities.
Speaker: Radhika Samant and Todd Wuestenberg
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.
Thought Leaders LLC
AUGUST 21, 2023
Unveiling the Truth: Navigating the Nuances of Senior Management. Gain insights into the unexpected challenges and rewards of leadership. Today’s guest post is by Amy Feind Reeves, author of College to Career, Explained (CLICK HERE to get your copy). Stepping into senior management brings unexpected surprises and overwhelming responsibilities.
Help Scout Leadership
AUGUST 22, 2023
GPT-3 has been making news recently, so it’s worth taking a look to understand what it is and how it might help with customer support.
Lolly Daskal
AUGUST 21, 2023
One of the most important skills you can have as a leader, is the ability to effectively resolve conflicts within your team. When conflicts arise, they can disrupt productivity and create a negative work environment. That’s why it’s important to address conflicts as soon as possible and find a resolution that works for everyone. Here are some tips on how the best leaders resolve conflicts within their teams: Be proactive: As a leader, if you see something, say something.
Chris LoCutro
AUGUST 22, 2023
What’s holding you back, slowing you down, or getting you off track? Leaders of all kinds experience setbacks. It could be stagnation or refusal to grow. Fear of failure and not taking risks. It’s easy to get distracted and even detoured along the way. We’ve all been there! Just about every leader has to face these challenges on their journey.
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
Thought Leaders LLC
AUGUST 24, 2023
Our reader poll today asks: When is the last time you went out of your way to thank a team member for their contributions? Within the last couple of days: 79.55% Within the last month: 17.73% Sometime this quarter: 0.91% Sometime this year: 1.36% I don’t go out of my way to thank them: 0.45% The High ROI of a “Thank You” – Taking time to say “thank you” so someone on your team or in your organization is a simple investment to make and the vast majority of you have done so recently (97% hav
Help Scout Leadership
AUGUST 22, 2023
Remote designers face unique challenges and rewards. Here’s what we’ve found works for our distributed design team.
Harvard Business Review
AUGUST 24, 2023
A successful decision-making process has three steps: Framing the decision, generating alternatives, and deciding between them. Large language models can help at each stage of the process. But while it may be tempting to merely ask ChatGPT for answers, the real power of LLMs is how they can assist at each stage. Ask for help thinking of considerations you might be missing, or alternatives you might not have considered.
Lolly Daskal
AUGUST 23, 2023
When it comes to your leadership, it’s important to be aware of the habits that may be hindering your team’s success. While we all have our own quirks and tendencies, some habits can be more harmful than others, particularly when it comes to leading a team. Here are five harmful habits that may be sabotaging your team’s success and what you can do about them.
Speaker: Andrea Wuchiski
In an era where a workforce spans multiple generations, HR managers and Total Rewards leaders face the unique challenge of designing benefits packages that cater to diverse employee needs. This session will delve into how comprehensive fertility benefits can bridge generational gaps, support employees’ health, and enhance workplace satisfaction. Join us for an insightful session that highlights the strategic importance of fertility benefits in today’s competitive job market.
Thought Leaders LLC
AUGUST 23, 2023
You can either hoard talent on your team or you can develop it and export it. If you’re a net exporter of talent, there are huge benefits both to the broader organization as well as your individual team. Some of the strongest leaders I know are what I call net exporters of talent. You can either hoard talent on your team or you can develop it and export it.
Help Scout Leadership
AUGUST 22, 2023
Customer support automation can leave customers feeling underappreciated. Here are 5 ways to automate without degrading service quality.
Association Now Workplace
AUGUST 24, 2023
The new work of associations often requires adding new staff positions to the org chart. Association pros shared the roles they think would most benefit their organizations—from digital strategists to revenue experts and career-focused professionals. In our latest digital Deep Dive package , we looked at new staff roles that associations are introducing to better align better with goals and strategy.
Lolly Daskal
AUGUST 22, 2023
Adversity is a natural part of life, and as leaders, we will inevitably face challenges and setbacks. While it can be tempting to focus on the negative aspects of these challenges, it’s important to remember that adversity can also be a source of growth and development. By learning how to use adversity in leadership to improve your thinking, you can become a more resilient and effective leader.
Speaker: Hanh Nguyen
In today’s ever-changing world, HR professionals often find themselves juggling conflicting priorities - especially when external factors seem out of their control. As we traverse the unpredictable waters of the current political and economic landscape, we find ourselves at a crossroads. For HR leaders, understanding how these external forces shape our diversity, equity, and inclusion efforts is crucial.
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