Emily Heaslip

Building a customer support team that delivers is vital to providing great customer service. Here are some tried and tested tips on how to do it well.

The world’s top companies have all learned the secret to long-term, profitable success lies in one metric: customer retention.  Retention is a powerful way to

Technology has enabled consumers to resolve many issues online using self-help modules, or over the phone using prompts. However, there are more complex issues that

Screening is a popular topic in the world of recruiting. From phone screens and social media screening to resume reviews and skills tests, recruiting teams

Despite laws at the state and national levels prohibiting age discrimination, this form of bias persists at companies of all sizes. Analysis shows that more

Managing generational diversity in the workplace requires a similar approach to different types of diversity. Here’s how to master it.

Rapid changes in the way we work have caused many businesses to confront a growing issue: there’s a skills gap in their workforce. In manufacturing,

It’s an oft-cited warning: the cost of a bad hire is astronomical. According to The Undercover Recruiter, companies can waste up to $240,000 in recruitment,

As employee expectations change, many employers trying to create employee value propositions (EVP) for the first time. Millennials and Gen Z workers expect their work

Finding the perfect fit for your open role isn’t always easy. At best, there can be too many well-qualified candidates to choose from. At worst,