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?
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Harvard Business Review
AUGUST 25, 2023
Feeling undermined, unappreciated, or unsupported by a colleague when you’re both in the same meeting can lead to loss of trust, along with feelings of self-doubt and lack of confidence. But looking to see what you can do to help the situation, rather than dwelling on what someone is doing to you, can begin to ease tension and repair a dysfunctional working relationship.
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.
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!
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.
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.
OrgDev Digest brings together the best content for management professionals from the widest variety of industry thought leaders.
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?
Chris LoCutro
AUGUST 22, 2023
What’s holding you back, slowing you down, or getting you off track? Leaders of all kinds experience setbacks. It could be stagnation or refusal to grow. Fear of failure and not taking risks. It’s easy to get distracted and even detoured along the way. We’ve all been there! Just about every leader has to face these challenges on their journey.
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.
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.
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
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.
Andrew Chen
AUGUST 23, 2023
Hi readers, Over the years, I’ve shared lessons and tips from writing a professional blog — previously 10 years of professional blogging – what I’ve learned. Recently, I’ve had some major changes in my workflow, and wanted to share more. Pre-AI blogging workflow My pre-AI workflow for blogging — what I’ve been doing for over years — looks something like this: Have interesting conversations at work or with friends/colleagues Randomly grab my phone, and email my
Harvard Business Review
AUGUST 21, 2023
Although remote and hybrid work have been widespread for several years now, debates about the benefits and perils of these more flexible ways of working continue. A key reason is differing perspectives on how to prioritize necessary trade-offs. While much has been much written about the different perspectives of leaders and employees, one dimension that has received relatively little attention is if and how perceptions of hybrid work differ across geographies.
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.
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
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.
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: 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.
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
The terms customer service and customer experience are often confused or used interchangeably. They’re not the same thing, but they are related.
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 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: 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
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.
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.
Lolly Daskal
AUGUST 25, 2023
As a leader, it’s natural to have moments of self-doubt and insecurity. However, sometimes these feelings can escalate into what is known as imposter syndrome, a feeling of unworthiness or inadequacy despite evidence of success. If you’ve ever felt like an imposter at work, you’re not alone. In fact, research shows that imposter syndrome is common among high-achieving individuals.
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.
Michael Hyatt
AUGUST 21, 2023
If you want to make progress on your goals, you’ll need to trade intensity for consistency. Follow these 4 steps to get moving today. The post 4 Ways to Make Daily Progress on Your Goals appeared first on Full Focus.
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.
BetterUp
AUGUST 21, 2023
Applying for jobs is time-consuming. Learn how to build a ChatGPT resume to speed up the writing process and stand out from other candidates.
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.
Association Now Workplace
AUGUST 24, 2023
The new work of associations often requires adding new staff positions to the org chart. Association pros shared the roles they think would most benefit their organizations—from digital strategists to revenue experts and career-focused professionals. In our latest digital Deep Dive package , we looked at new staff roles that associations are introducing to better align better with goals and strategy.
Help Scout Leadership
AUGUST 22, 2023
Customer support automation can leave customers feeling underappreciated. Here are 5 ways to automate without degrading service quality.
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