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?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Harvard Business Review
AUGUST 25, 2023
These days, many employees feel like they’re constantly receiving a stream of bad or confusing news that affects their work in unpredictable ways. When they only hear simple summaries from their leaders about issues they know aren’t so simple, teams can feel frustrated and even angry. Next time you feel you need to say something, but you’re not sure what to say, try these three strategies: 1) Recognize the power of “and” — it allows you to align two seemingly separate thoughts, such as “things a
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.
Speaker: Carolyn Clark and Miriam Connaughton
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.
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.
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.
OrgDev Digest brings together the best content for management professionals from the widest variety of industry thought leaders.
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.
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.
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.
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.
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
Leadership Freak
AUGUST 25, 2023
Negativity comforts defeat. Defeatists get it right eventually. Bad stuff happens. Small problems escalate into crisis. Predicting troubles is useful, but it doesn’t fuel success. Greatness includes self-confidence. Wallowing is defeat.
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.
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.
Harvard Business Review
AUGUST 24, 2023
Ever since the late 1990s, social psychologists have known a surprising truth: If you want to maximize someone’s satisfaction with a choice, don’t give them unlimited options. Instead, you should give them some choice but with clear constraints. This added structure is crucial for picking a desired option with confidence. This research also translates to innovation, which often results from 1) identifying a big problem to solve; 2) breaking it down into sub-problems; 3) identifying how those sub
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.
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.
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.
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
Harvard Business Review
AUGUST 23, 2023
Living with a chronic illness (e.g., diabetes, cancer, depression etc.) is a growing reality many leaders face. But disclosing your illness when you’re in a position of leadership can feel fraught. In this article, the authors outline the findings of their research on chronic illness disclosure and offer a series of questions to ask yourself if you’re discerning whether to disclose or not.
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.
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.
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.
Leadership Freak
AUGUST 21, 2023
Consequences mean actions matter. Even painful consequences reinforce the potency of our actions. Some actions deliver immediate consequences.
Harvard Business Review
AUGUST 23, 2023
Extreme weather events, infrastructure and technology failures, and transportation accidents are on the rise globally. These physical threats often have cascading effects that reach all areas of a business. Organizational resilience, or the ability to anticipate, absorb, and recover from hazardous events, is now table stakes. When the C-suite prioritizes resilience, they set the business up for recovery in the face of these physical threats, saving time, resources, and revenue and making the org
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.
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.
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.
Leadership Freak
AUGUST 24, 2023
You need a destination – a bold vision - to get where you want to go. There’s always a bit of aimless wandering in life. But there are powerful moments of clarity along when we imagine a possible future.
Harvard Business Review
AUGUST 22, 2023
Since a major realignment of the U.S.’s two-party political system is unlikely, we can expect partisan conflict and the subsequent debt-ceiling standoffs to continue for the foreseeable future. Corporate managers must not regard debt-ceiling crises as just political gimmicks, as they repeatedly and predictably affect firm profitability, growth prospects, and uncertainty.
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 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
Customer support automation can leave customers feeling underappreciated. Here are 5 ways to automate without degrading service quality.
Leadership Freak
AUGUST 23, 2023
Bosses think, “I’m kicking you in the pants and I want you to like it.” Bosses call it constructive feedback. Maybe it feels like a punch to the face?
Harvard Business Review
AUGUST 22, 2023
Technology has long been used to boost seller productivity, but sales leaders are telling us that efficiency gains have become slower and more expensive. This is because technology intended to help sell frequently makes the salesperson’s job more cumbersome. Sales organizations’ tendency to run most tasks through the sales rep requires an increasing number of complex systems to support.
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.
Expert insights. Personalized for you.
111 
Let's personalize your content