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The Taming of the Queue: 14 Support Queue Management Tips

Help Scout Leadership

Understanding and managing the power of the queue is critical to a sustainable customer service organization. Why “manage the support queue” at all? That certainly would appear fair and effective, but a well-managed queue can do more than that for you and your team. 14 ways to manage your support queue.

Workflows 299
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Customer Success vs. Account Management: Why Both Matter

Help Scout Leadership

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors. There are a few things that differentiate customer success from account management. What is customer success?

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The Ultimate Guide to Small Business Customer Service

Help Scout Leadership

Ben Lueders, Co-founder and Lead Designer, explained their approach: “Our first project manager — my wife Megan — started this really great thing we still do called ‘The Monday Email.’ It becomes very easy for things to slip through the cracks if someone’s not actively managing it. It’s definitely a shared responsibility,” said Homann.

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10 Employee Training Metrics You Should Know

AIHR

One of the most famous business quotes comes courtesy of Peter Drucker (the father of management thinking) “If you can’t measure it, you can’t improve it.” ” The quote is quite apt when it comes to understanding employee training metrics because how else can you show results and make improvements?

Metrics 96
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Help Scout’s Step-By-Step Remote Hiring Process

Help Scout Leadership

Hiring teams at Help Scout always consist of the recruiter, a hiring manager for the new role, 2-3 other people from that team, and someone from another team who will work closely with the new hire. We always have other engineers review these projects and remove candidate information in order to reduce bias.

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The Breakthrough Manifesto | Kim Christfort

Peter Winick

Kim is the Chief Innovation Leader and National Managing Director of Deloitte Greenhouse Experience, where they work to spark new thinking, accelerate decision-making, and build long-term business development. Three Key Takeaways: A good metric for thought leadership is repeat usage. But what does that look like?

Metrics 293
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The HR Analytics Management Cycle

AIHR

After a careful review of the growing – but limited – existing literature on HR analytics, I bumped into a substantial lack of clarity across HR and management scholarship, and by so-called HR analytics experts in the industry. I started my research into HR analytics over a year ago. A proper research design should be undertaken.

Manager 100