Workplace

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How to support your remote team’s mental health Article

How to support your remote team’s mental health

No expert would recommend making the shift from a full-time, in-person team to a fully remote…

7 ways to build your team’s communication strategy—especially when remote Article

7 ways to build your team’s communication strategy—especially when remote

There’s an insidious presence eating away at your productivity and focus every day. It’s communication debt.…

How to work and homeschool—advice from someone who’s done it Article

How to work and homeschool—advice from someone who’s done it

Parents: What we are being asked to do is not humanly possible. There is a reason…

How ‘upstream leaders’ can unlock the power of preventative thinking Article

How ‘upstream leaders’ can unlock the power of preventative thinking

You can imagine how stunned Ryan O’Neill, head of the Customer Experience Group at Expedia, was…

Talking about mental health at work, now part of the employee experience Article

Talking about mental health at work, now part of the employee experience

In February—about a month before COVID-19 made such things impossible—I attended the wedding of my niece…

Could an ancient practice return humanity to the workplace? Article

Could an ancient practice return humanity to the workplace?

In times of social distancing, we’re reminded of the value of community that we may often…

Collect them all—team stickers Article

Collect them all—team stickers

Celebrate your support agents’ superpowers by looking for ways as a community to notice their gifts…

4 things you can do to practice empathy at work Article

4 things you can do to practice empathy at work

Is empathy the new ambition? It seems like it. Spend even a few minutes in leadership…

Can burnout actually be good for you? Article

Can burnout actually be good for you?

Health and wellness consultant Jenny Dempsey believes it can. In fact, she credits burnout for leading…

3 reasons why time tracking software saves more than time Article

3 reasons why time tracking software saves more than time

Some executives may overlook implementing time tracking software in their companies. They may want to avoid…

In the knowledge economy, harness the power of constant change Article

In the knowledge economy, harness the power of constant change

How recently did your company’s tech stack change? In 2018, companies’ average spend on SaaS products…

Empathy Lab: Building community in the workplace from the inside out Article

Empathy Lab: Building community in the workplace from the inside out

Without trying to sound too depressing, more and more experts are noting that our sense of…

‘Kill Reply All’—a rallying cry for better digital etiquette Article

‘Kill Reply All’—a rallying cry for better digital etiquette

Modern technology has changed the way we communicate. From email to Slack to WhatsApp, every new…

Optimizing agent performance is everyone’s job Article

Optimizing agent performance is everyone’s job

W. Edwards Deming said it best, “Quality is everyone’s responsibility.” While this statement rings true in…

So you work in customer service: where do you go from here? Article

So you work in customer service: where do you go from here?

Picture it—you sit down at Thanksgiving dinner, and you’re excited to dig into a plate loaded…

The case for a fragrance-free workplace Article

The case for a fragrance-free workplace

It’s Monday morning, and you step into the elevator, feeling good as hell, looking your best.…

This season, replace your FOMO with JOMO Article

This season, replace your FOMO with JOMO

Editor’s note: So much great business advice, so little time to read. That’s why each month…

8 more funny customer service scenes in film and TV Article

8 more funny customer service scenes in film and TV

While most reasonable people abhor terrible customer service, for comedy writers, it’s the gift that keeps…

Why 2020 is the year for flexible workplaces Article

Why 2020 is the year for flexible workplaces

The 40-hour workweek passed into law in 1940. Back then, men went to work, and more…

The future employee experience is personalized Article

The future employee experience is personalized

I recently wrote a piece about sensory customer experiences for Relate where I imagined how software…