Riding wavesShould you join a start-up?Most start-ups fail. Many are miserable places to work. How do you optimize your chances of success?Feb 7Feb 7
Riding waves10 FAQs on outsourcing to BPOsHow to outsource customer operation — for tech start-upsFeb 7Feb 7
Riding wavesSLAs: Pitfalls and proven rulesIf you’re thinking about how to get the right SLA for your CX team, this is for you …Feb 6Feb 6
Riding wavesA new cognitive bias: 0 to 1Is this a new cognitive bias? Could this help explain the wave of lay-offs? How overuse of ‘0 to 1’ thinking leads to poor decision-making…Feb 6Feb 6
Riding waves8 reasons your team members might not be telling you what they think — How to avoid building a…As a leader, it’s imperative to foster an environment where team members feel comfortable voicing their own opinions. Relying solely on…May 27, 2023May 27, 2023
Riding waves5 steps for strong CX/ product collaborationThe number one complaint I’ve heard from CX teams at tech start-ups over the years is about product — Why won’t they listen to me? why…May 27, 2023May 27, 2023
Riding wavesAre You Overstaffed? 4 Telltale Signs Your Team Is Too LargePeople love to talk about being under-staffed but I’d be a lot more worried about being overstaffed because we all know where that ends…May 19, 2023May 19, 2023
Riding wavesOps — Managing a function where you have no prior knowledgeStep-by-step guide to managing a new function that you know nothing about.May 19, 2023May 19, 2023
Riding wavesTransform Your Marketplace: Boost Profits with Customer SegmentationReal stories of customer segmentation in a marketplace that drive massive improvements.May 17, 2023May 17, 2023
Riding wavesT&S 101 — ObjectivesI started working in Trust & Safety about a decade ago. At the time, I barely understood the term. But with the help of others…May 17, 2023May 17, 2023
