A good strategy turns goals into a clear plan, and a good process makes that plan repeatable. These articles cover how organizations set and track goals with OKRs, design operating models, plan work, and make better decisions. The guidance applies across functions and focuses on frameworks you can adapt to your own team, along with advice on documenting processes so everyone works the same way.
Latest · Customer Support
Utilities and Energy: Customer Support Busy Season Survival Guide
A customer support operations team handles the strategy, tools, and processes that help support agents succeed. See the signs you need one and how ops can fix slow responses, inconsistent answers, and lost feedback.
Sourcing helps companies find candidates who aren't actively applying. Understand what sourcing is, its core principles of knowing hiring needs, meeting candidates where they are, and building relationships, plus tips.
Online and in-person surveys each carry tradeoffs in reach, cost, and answer reliability. Weigh the draws and drawbacks of both formats, including privacy concerns, so you can pick the right method for your research.
Tiered support organizes a support team by skill level, routing simple issues to Tier 0 or Tier 1 and escalating complex cases. Learn how each tier works, why companies use this model, and tips for setting it up.
Scaling a sales team quickly depends on a foundation laid before demand spikes. Drawing on Zoom's rapid growth, these six steps cover repeatable processes, scalable systems, and hiring for the next stage.
Small accounts can grow into major customers, yet sales teams often overlook them. See what snubbing smaller clients looks like and four reasons nurturing small accounts pays off in loyalty and long-term revenue.
Customer support has a long history as a remote role, and clear best practices have emerged. Get guidance on hiring remote support staff, using video chat, daily pulse checks, knowledge sharing, and the KPIs worth tracking.
Hiring during the Great Resignation calls for new ways to attract candidates. Understand why filling roles got harder and four hiring strategies recruiters can use, plus how TextExpander helps them connect with talent.
Holiday marketing planning involves many channels and repeated messages. See how TextExpander Snippets help with picking the right holidays, preparing campaigns, publishing updates, and writing holiday emails.
