So many people are afraid of change. It is most likely the fear of the unknown, driving uncertainty and concern for some of these people. For others, it could be the desire to operate in a very structured, routine environment that is black and white. Unfortunately, for some of these people, there are infinite shades […]
How Leaders Can Drive Change Read More »
Many people say that watching TV and movies is a waste of time. I beg to differ. I have learned a lot throughout my life, watching countless hours of television. Whether it is watching sports, episodes of Survivor or Game of Thrones, to Star Trek, I firmly believe that lessons can apply to both life
As a manager, you have a lot of good ideas, or so you think. Sometimes as leaders, we get trapped into thinking that just because a few plans worked out, everything else we do, does as well. Since managers hold tremendous power, employees might be hesitant to speak up about concerns as well. Depending on
Start, Stop, Continue Sessions Read More »
This article was originally published on ICMI.com in February 2019. Within many organizations, barriers to both resources and information exist. Unfortunately, in contact centers, these walls impede the progress of team members and limit the customer experience. Sometimes there is vital information hidden behind a curtain that only a select few can access. Some departments,
5 Ways Contact Centers Can Break Down Walls & Silos in Organizations Read More »