June 2022

I’ve been fortunate to build and lead many different teams across a variety of industries throughout my career. Whether in retail, at the university, the car rental industry, or leading a global product support team, I’ve also worked with many different types of leaders. Some were good; some were bad; a couple were terrible; a […]

The connections forged across departments are vital in ensuring alignment to support and enhance the customer experience. Throughout this post, we will talk about how to knock down walls and silos in your organization to help improve both the employee and customer experience. Walls And Silos Exist In All Organizations Ask anyone what some of

Every leader’s mission should be to create an environment where everyone is continually striving to improve their performance and output. We live in an ever-changing world. If businesses are not continuing to evolve and improve, competitors and market forces will negatively impact them. It is about individuals, teams, and companies getting better every day, improving

In a lot of recent posts, I’ve talked about the importance of the team. Whether it’s elements of a strong team or championship-level team performance, there are some correlations between sports and business. Every organization has the same goal, and that is, they want to win. The prize, whether it is fantastic results, increased revenue,

In many organizations worldwide and especially here in North America, employee engagement is a significant problem. Employee engagement is a symptom of the employee experience. What many people don’t understand or recognize, though, is that the leader so impacts the employee experience. Whether it’s leading a team, department, or overall organization, leaders significantly impact overall

The article was originally published on ICMI.com in August 2019. Regardless of industry or geography, most contact centers face a common challenge – striving to achieve more with less. Unfortunately, despite being asked to do more, there are sometimes fewer resources available. Additional headcount is at a premium or near impossible to get when needed.