Surprising Myths About Training
Surprising Myths About Training Learned the Hard Way

Here’s a challenge a leader I know faced last year. Paul was head of a customer service team for a company that had recently launched a new line of products.…

The Common Mistake That Leads to Underperforming Customer Service Teams
Customer Service Teams: The Common Mistake That Leads to Underperformance

Authors’ note: this post is based on a hiring manager we know. We’ve changed all names and some telling details. If you’re trying to build a world-class team and you’re…

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