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New research: Customer service team evolution

We analyzed 166 interviews with support leaders, managers, and...

embassy-rs/embassy: Modern embedded framework, using Rust and async.

Embassy is the next-generation framework for embedded applications. Write...

Is There Such a Thing as Good Taste?

November 2021(This essay is derived from a talk at...

Intercom is now a Shopify Plus Technology Partner

We’re excited to announce that Intercom is now a...

The Vietnam War: The Press on the Front Lines

Eddie Adams Born just outside of Pittsburgh in New Kensington, Pa., Eddie Adams was one of the most well-known photographers of the Vietnam War era. He took one of the...

How to Do Great Work

July 2023If you collected lists of techniques for doing great work in a lot of different fields, what would the intersection look like? I decided to find out by making it.Partly...

2026 customer service planning series: Vol. 02

When AI Agents resolve the majority of customer conversations, the shape of your support team has to change. This is part two of our five-part series on customer service planning...

integrating the Three Places in Videogames – KEITH BURGUN GAMES

Videogames, at least the kind I’m talking about (RPGs, adventure kinds of somewhat narrative videogames, Zelda games, Elden Ring, etc), have essentially three “places”: Outside – Hyrule field. Most of...

Superlinear Returns

October 2023One of the most important things I didn't understand about the world when I was a child is the degree to which the returns for performance are superlinear.Teachers and coaches...

Setting the standard for support: What Spain’s new customer service law signals

Support teams in Spain just got the clearest signal yet that the old way of doing things won’t cut it anymore. That signal comes in the form of one of...

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4 Things Everyone With Sensitive Skin Should Do

I wanted to talk about something that has been a HUGE factor in many of my skincare and household purchases. As much as...

Study Shows Teens Use Phones More Than an Hour a Day at School

US high schoolers between the ages of 13 and 18 spend more than an hour per day on phones during school hours, according to...

Intercom is now a Shopify Plus Technology Partner

We’re excited to announce that Intercom is now a certified Shopify Plus Partner on the Technology Track. The Shopify Partner Program Technology Track supports the...

24 Pawfect Pictures of Cats Ready to Take the Ice and Win the Stanley Cup

Cats take hockey very seriously, even if the rules remain a complete mystery. The fast skating, sudden stops, and puck sliding across the ice...