Teams | Collaboration | Customer Service | Project Management

The work we produce gets all the attention. But the real question is: what’s happening behind the scenes that makes that work possible? In this episode of The Handbook, Harv sits down with creative operations expert Nicky Russell, co-founder of WDC, We Deliver Change, and chair of the Creative Operations Summit in London. Together they explore the discipline of creative ops – the systems, culture, and leadership required to help creative teams do their best work.

Complex requests often require multiple steps, and it’s easy to lose track inside a ticket. Tasks let admins create reusable task list templates that can be added to tickets directly in the Agent Workspace. The task list appears as individual steps agents can check off as they work, making it easier to follow standardized processes and track progress without leaving Zendesk. Zendesk makes customer and employee service better. We build software to meet customer and employee needs, set your team up for success, and keep your business in sync.

Zendesk makes customer and employee service better. We build software to meet customer and employee needs, set your team up for success, and keep your business in sync.

Diagramming shouldn't be a manual chore. Whether you are building complex UML sequences, mapping out user onboarding, or organizing an ERD for a CRM, Miro’s AI Innovation Workspace has changed the workflow entirely. We’re diving into four specific ways to optimize your diagrams, ranging from precision AI prompting to managing complex information with Diagram Layers. We also cover how to maintain a "single source of truth" using Synced Copies across Miro Docs and different boards.

What if you could turn stacks of vendor RFIs into a clear, data-driven recommendation in minutes? Miro Flows makes it possible. This tutorial covers the AI Accelerated Strategic Sourcing & Partner Evaluation template—a multi-step workflow where inputs connect directly to outputs through Flows. We start by adding a transformation workshop transcript, stakeholder sticky notes, multiple vendor RFI documents, and sourcing constraints.

Your employees aren’t solving problems the same way anymore. Every question goes to ChatGPT. Every doubt gets Googled. Every challenge starts with a prompt. AI tools are powerful. But here’s the hidden shift: Employees are spending more time searching for answers…than applying their own expertise. The muscle of independent thinking may be getting weaker. And the dangerous part? Most companies aren’t tracking this behavioral shift.

Your employees are spending 3+ hours a day on AI platforms during office hours. ChatGPT. Gemini. Copilot. These tabs stay open all day. But here’s the problem: Most managers have zero visibility into: It’s a complete blind spot in modern workplaces. AI tools are powerful but without data, you can’t manage what you can’t measure. That’s why we built WE360.ai. With real-time workforce analytics, you can.

Slack's where requests happen. Asana's where work gets done. Moving between them was manual. Not anymore.

The real danger isn't a failed project. It's the one that looks fine, until your margin is gone. Sprints closing. Standups sounding positive. Client happy. But somewhere between estimates and delivery, hours leaked. And nobody saw it in time. That's the fixed-bid trap most IT founders never talk about. Not a team problem. A visibility problem. When you see where hours are actually going — per project, per person, right now — you catch the overrun on Day 8. Not Day 38.

M-Files is presented by Microsoft as a comprehensive document management solution that transforms how organizations handle documents, people, and processes by creating a context-rich, connected ecosystem. The platform differentiates itself from traditional file storage systems by capturing knowledge and relationships around every document and workflow, creating a living information environment. M Files integrates natively with Microsoft 365 applications including Teams, Outlook, Office, and Copilot enabling AI-powered automation while maintaining security and compliance standards.