Workplace
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Article Work-from-home productivity tips for the long haul
When the pandemic forced Kenny Trinh’s company to lay off employees, he found himself managing multiple…
Article The reality of uncertainty: Tim Crawford on how CIOs are thinking about the ‘next normal’
A few months in to what remains a very strange way of living, we know a…
Article The bright future of generalists in the workplace
How people think, in terms of how we use our brains, has changed a lot in…
Article What’s my job again? On returning from parental leave
The first time I left on parental leave, my company had just been acquired. As a…
Article The future of customer care: built-in flexibility
Customer contact centers have always been divided between remote work and in-office work, with arguments for…
Article Relational Mindfulness: 4 ways to relate as humans at work
A phone interview with Brigit Ritchie in the midst of a global crisis opens like this:…
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…
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.…
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…
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…
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…
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…
Article Collect them all—team stickers
Celebrate your support agents’ superpowers by looking for ways as a community to notice their gifts…
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…
Article Can burnout actually be good for you?
Health and wellness consultant Jenny Dempsey believes it can. In fact, she credits burnout for leading…
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…
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…
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…
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…
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…