Jeremy Pollack

Workplace training and development are crucial for any organization that aims to equip its employees to address modern-day challenges. Unfortunately, employee training often does not receive the priority it deserves. Forbes reports a staggering 59% of employees receive no workplace training, a statistic that underscores a troubling trend. However, this also presents a significant opportunity....

In the dynamic realm of customer service, managing conflicts effectively and ensuring client satisfaction are paramount for preserving a positive brand image. The HEARD technique emerges as a formidable strategy, particularly useful for transforming challenging interactions with upset customers. Developed with the aim of supporting customer service agents in their challenging roles, the HEARD method...

Conflict is an inescapable part of relationships, and how we guide and fix it can profoundly impact their dynamics and toughness. Effective contact is fundamental in resolving conflicts and supporting the bond among people in close relationships, including romantic partnerships, family ties, or friendships. We can guide conflict in close relationships with dignity and kindness...

Navigating customer service conflicts is an inevitable part of business that, when handled correctly, can transform potentially negative experiences into opportunities for growth and customer loyalty. Here, we will explore some of the most common customer service scenarios that result in conflicts and give you effective strategies to resolve them. These real-life customer conflict resolution...

Imagine your workplace where every employee is not just present but is genuinely enthusiastic and committed to their roles. This is the essence of employee engagement: a key driver of both individual fulfillment and organizational success. It’s about more than just job satisfaction—it involves a deep connection between an employee and their work, characterized by...

In the intensely competitive modern market, it has become increasingly essential to maintain a well-functioning, productive team. But how can you tell whether or not your team is functioning to the best of its ability? Workforce intelligence is key. It is all about understanding your team’s strengths, weaknesses, and dynamics. When you can gather information...