Workplace

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‘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.…

8 cognitive biases that affect how you manage your team Article

8 cognitive biases that affect how you manage your team

Managers are expected to make split-second decisions, day in and day out, tracking who is working…

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…

Executive voice: what it is, why you need it, and how to cultivate your own Article

Executive voice: what it is, why you need it, and how to cultivate your own

The CEO of a struggling financial services company speaks confidently and reassuringly to her thousands of…

What companies gain by hiring veterans Article

What companies gain by hiring veterans

Few of us can begin to imagine life in the military if we haven’t ever served.…

Build a strong company culture by leading with EQ Article

Build a strong company culture by leading with EQ

“Company culture” often equates to little more than a buzzword, sometimes mistakenly associated with workplace perks.…

Movie producer Brian Grazer wants you to look up—and into someone’s eyes Article

Movie producer Brian Grazer wants you to look up—and into someone’s eyes

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

‘Unlearning’ as the latest must-have skill for any startup CEO Article

‘Unlearning’ as the latest must-have skill for any startup CEO

As an early stage investor, I have worked with hundreds of CEOs and founders. Some successful,…

6 strategies for being happier at work Article

6 strategies for being happier at work

Sharissa Sebastian was absolutely miserable at work. After 13 years of achieving—first degrees and then progressively…

Embarking on a digital transformation? Here’s how to bring your employees along Article

Embarking on a digital transformation? Here’s how to bring your employees along

If there is one principle humans perpetually struggle with, it’s that we don’t operate in a…

Digital transformation: hard, expensive, and worth it Article

Digital transformation: hard, expensive, and worth it

“I love the term digital transformation,” said Lisa Nicholas, CEO of Digital Banking Services, wryly. “It’s…

Sometimes it’s not what you say… but how you punctuate Article

Sometimes it’s not what you say… but how you punctuate

Is there a punctuation mark that you overuse? Chances are good there is, whether or not…

3 questions to ask when choosing the right BPO for your brand Article

3 questions to ask when choosing the right BPO for your brand

When a company chooses a partner, the who and how are crucial. This is particularly true…

How to change the way you deal with change Article

How to change the way you deal with change

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