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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. Adapt and improve.

Workflows 299
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Can Jellyfish Become The “Salesforce” Of Engineering Management Software?

Forbes Leadership

Founded in 2017 by Philip Braden, David Gourley and Andrew Lau, the Boston-based Jellyfish assesses contextual business data and engineering signals to offer full visibility into how engineering organizations work and operate.

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Revamping engineering manager onboarding at Asana

Asana

An engineering manager’s success impacts an entire team or group of teams, so setting them up for early success is a high-leverage investment. For most of Asana’s existence, “engineering manager (EM) onboarding” meant attending general engineering onboarding.

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Four Essential Behaviors for Every Leader

Michael McKinney

Throw in complex organizations operating in complex markets, and you’ve really got to marvel at how it all comes together every day. I once worked with a company that decided to collapse its engineering organization by turning Engineering Managers into Managing Engineers, and oh, what a difference the word order makes.

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Grow your leadership impact as a Tech Lead or Engineering Manager

Asana

Forming the right partnership between an Eng Manager and a Tech Lead can accelerate delivery and personal growth, but it isn’t easy, because this relationship can take many forms. At the team-level, we’ve always had ICs be a part of leadership – you don’t need to manage people to be an organizational leader.

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Be Informed: 10 Job Titles You Won’t See In The Next Decade

Lolly Daskal

I have identified ten job titles within the realms of leadership and business operations. Middle Manager: The traditional hierarchical management structure is giving way to more agile, decentralized models. Automated sentiment analysis and online reputation management tools are set to make many traditional PR roles redundant.

Sales 216
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Moving Beyond Company Organization Silos: Lessons from the Aviation Industry

Michael McKinney

Between surging demand, labor shortages, outdated air traffic management, and travel reservation I.T. That’s a shame because the aviation industry as a whole still continues to be an industry model for how to operate with extremely high reliability despite having a highly fragmented set of organizational entities. In the U.S.,