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The reality of uncertainty: Tim Crawford on how CIOs are thinking about the ‘next normal’ 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…

The bright future of generalists in the workplace 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…

What’s my job again? On returning from parental leave 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…

Inclusive leadership has never been more imperative Article

Inclusive leadership has never been more imperative

As our nation struggles with and rallies around a re-awakening of racial injustice that has been…

The future of customer care: built-in flexibility 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…

Relational Mindfulness: 4 ways to relate as humans at work 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:…

Rising to the challenge of remote leadership Article

Rising to the challenge of remote leadership

Unprecedented. Troubled. Uncertain. Scary. Frustrating. Whatever you want to call the “times” we are living through,…

How to support your remote team’s mental health 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…

7 ways to build your team’s communication strategy—especially when 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.…

How to work and homeschool—advice from someone who’s done it 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…

How ‘upstream leaders’ can unlock the power of preventative thinking 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…

Talking about mental health at work, now part of the employee experience 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…

Could an ancient practice return humanity to the workplace? 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…

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Collect them all—team stickers

Celebrate your support agents’ superpowers by looking for ways as a community to notice their gifts…

How retail is changing, from the women leading the charge Article

How retail is changing, from the women leading the charge

Women drive the majority of consumer spending in the United States. It sounds empowering, and, perhaps…

4 things you can do to practice empathy at work 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…

Can burnout actually be good for you? Article

Can burnout actually be good for you?

Health and wellness consultant Jenny Dempsey believes it can. In fact, she credits burnout for leading…

3 reasons why time tracking software saves more than time 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…

Strategies for leading others through continual change at work Article

Strategies for leading others through continual change at work

The movie Groundhog Day provides a helpful kind of mantra for Dana Otto, senior manager of…

In the knowledge economy, harness the power of constant change 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…