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?
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.
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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
This guide will walk you through how to get started with Help Scout. You’ll learn all the fundamentals of the platform, from managing your mailbox to creating self-service support with Docs, Beacon, and more.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
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.
Help Scout Leadership
AUGUST 22, 2023
How ChatGPT — or other generative AI tools — can be used to help answer customer service queries and deliver better service. How good is ChatGPT and in what other ways could it be used in customer service situations?
OrgDev Digest brings together the best content for management professionals from the widest variety of industry thought leaders.
Help Scout Leadership
AUGUST 22, 2023
Your contact us page is the first place customers go for answers on your website. See contact us page examples from top companies for ideas on how to design yours right.
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.
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.
Agile42
AUGUST 22, 2023
Teamwork is an indispensable element for achieving success in any organization. However, the path to effective collaboration is not without its challenges. From conflicts and communication breakdowns to poor management and a lack of trust, teams often face numerous obstacles that can hinder progress and the realization of business goals. But don’t worry, because in every challenge lies an opportunity for growth and improvement.
Implementing new tools or business processes in your organization? Lemon Learning put together a practical 3 part guide to prevent the pitfalls of change management. Drive a successful change management project from diagnosis through to measurement.
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 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.
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: Tim Buteyn
Let's set the scene: you’ve identified a critical performance gap in your organization and need to close that gap. A colleague suggests training, but you suspect there’s something going on that training can’t address. How can you determine if training is the right solution before you commit your budget and resources to a new training program? In this webinar, you will learn how to determine if training is the right solution using the Behavior Engineering Model.
Help Scout Leadership
AUGUST 22, 2023
Help Scout’s Beacon gives your customers access to email and live chat support, help documentation, and proactive messaging—all right where they need it.
Leadership Freak
AUGUST 22, 2023
A person oblivious to fear doesn't enjoy the thrill of achievement. But fear gone mad rejects exploring all together. How to lead boldly.
Help Scout Leadership
AUGUST 22, 2023
Customer support automation can leave customers feeling underappreciated. Here are 5 ways to automate without degrading service quality.
Harvard Business Review
AUGUST 22, 2023
A conversation with a Ukrainian startup founder on managing through a crisis.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
We’ve all been there. You’ve been given a pile of dry content and asked to create a compelling eLearning course. You’re determined to create something more engaging than the same old course that learners quickly click through, but how do you take this “boring” content and create something relevant and engaging? Many instructional designers will say, “Boring in means boring out.
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.
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
Discover the 12 most useful customer service phrases for improving your support conversations, and learn which 8 common phrases you should avoid.
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.
Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion
In October, scientists discovered that 75% of patients who experienced brain fog had a lower quality of life at work than those who did not. At best, brain fog makes you slower and less efficient. At worst, your performance and cognitive functions are impaired, resulting in memory, management, and task completion problems. In this entertaining and interactive presentation, Chester Santos, "The International Man of Memory," will assist you in developing life-changing skills that will greatly enha
Help Scout Leadership
AUGUST 22, 2023
Here are 7 important trends that will affect your work in customer service and experience for 2023, from supply chain recovery to AI-driven productivity.
Help Scout Leadership
AUGUST 22, 2023
Release Notes is our bimonthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new.
Help Scout Leadership
AUGUST 22, 2023
Release Notes is our bimonthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new.
Help Scout Leadership
AUGUST 22, 2023
Release Notes is our bimonthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new.
Help Scout Leadership
AUGUST 22, 2023
We've pulled together 10 creative live chat examples so you can see how useful chat can be in helping you meet a variety of company goals.
Help Scout Leadership
AUGUST 22, 2023
Weekly videos are a fun, easier-than-you-think alternative to all-hands meetings and boring email updates. Here’s how Help Scout does it.
Help Scout Leadership
AUGUST 22, 2023
Brand communities are helping companies supercharge their customer service with insights into customer needs, expectations and desires.
Help Scout Leadership
AUGUST 22, 2023
Anna Brozek, operations director at Big Cartel, explains why her company tried and eventually ended the practice of all hands support.
Help Scout Leadership
AUGUST 22, 2023
Relationship marketing is customer marketing strategy that emphasizes retention, loyalty, satisfaction, and lifetime customer value.
Help Scout Leadership
AUGUST 22, 2023
Learn what customer service is and why it's important. Discover the 21 customer service skills every support professional needs to thrive.
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