Leadership & Career

5 myths customer service leaders must dispel

November 10, 2021
To better understand what customers want today and how they behave during customer service interactions, we surveyed more than 4,000 customers around the world, asking them how they interact with and feel about various customer service channels. Our research revealed five myths about customer behavior to which customer service and support leaders are clinging.

Is your gut instinct the best decider of all?

November 10, 2021
A pitcher stares in at his catcher and decides to wave off a sign for a breaking ball. The catcher is working from his knowledge of the batter’s tendencies… but the pitcher is going from his gut. That’s NDM: naturalistic decision-making. In his book Range, David Epstein explores why it’s a double-edged sword.

Walk the line between assertive and aggressive

November 3, 2021
Many of us would like to be more assertive, and not just at work. Joaquín Selva gives concrete advice in an article for Positive Psychology.

Employees want raises soon, or else they’ll jump ship

October 26, 2021
Workers believe pay raises are overdue and they want one soon, according to research by the Robert Half employment firm. Its 2022 Salary Guide concludes employers will have to pay more if they want to keep their best workers from seeking new jobs elsewhere.

6 ways to break toxicity’s grip

October 22, 2021
Here is a basic roadmap of steps to take if you’re seeing signs that you’re running a toxic environment, before it turns from toxic to downright hostile.

The Great Resignation: What it means for you

October 21, 2021
Every economic era comes with a label. In the 1930s, there was the Great Depression. The Great Recession followed the housing and stock crashes of 2008. Now we have a new moniker, this one tailored to the market-shaping power of the coronavirus.

Lights, gifts, food … this is gonna work!

October 8, 2021
While likely not as packed as your pre-pandemic social calendar, look for the 2021 holiday season to include some invitations to on-site gatherings. Obviously, these holiday events might look and feel different than in the past. With forethought about safety and commitment to making it work, however, they still can be very enjoyable.

SHRM 2021 Conference: Lessons Learned

September 23, 2021
Here are some nuggets of wisdom from speakers at the recent Society for Human Resource Management annual conference, HR’s largest gathering of the year.

Push the self-care button, and hard

September 10, 2021
Attending to the staff’s well-being when you’re barely getting through yourself.

Are you ghosting applicants?

September 10, 2021
Hiring policies are worth examining, because gaining a passive-aggressive reputation isn’t doing your company any favors.