Handling Scheduling errors: an easy guide for workforce managers
Whether you’re understaffed or overstaffed, we’ve got you. These creative ideas will help!
Our net promoter score matters. But it doesn’t tell the whole story.
Everybody in HR knows that the eNPS is a big deal. But at Tymeshift, we look at the bigger picture.
Making WFM Bad News Bearable
3 simple ways to make it easier to break bad news to your CX agents.
How to forecast in 4 super simplish ways
Getting forecasting right takes work. If you’re trying to do it manually, read this article all the way to the bottom.
Mission-Driven CX: the future of Customer Experience
CX Influencer and Thought-Leader Nate Brown explores what he thinks is going to be the Future of CX
Are airlines’ CX teams flying blind?
My personal CX nightmare and what it can teach you
Onwards and upwards with your CX career
Your mother might not understand that working in customer service, support and experience is a real job. But here are 5 top tips from people who do.
5 Key Takeaways from the 2022 CX Trends Report
As a customer support and CX leader, Jeremy Watkin looks forward to the CX Trends report from Zendesk each year. These are his Takeaways for 2022:
A Rule of Thumb for Workforce Managers
Have you ever gone into a 1:1 with your employee and needed to give some critical feedback that turned the conversation sour? You can say no, but it’s happened to the best of us.
Empathy cannot be codified
(but you can code with empathy) Sure you can say “Not yet!”, and that’s okay: I like to be challenged. But let’s take a step back and break this down.
