August 2022

Embrace the Pilot Approach for Continuous Improvement

/ / Leadership

This article was originally published on ThinkHDI.com in May 2020. Everything is a pilot. That’s a line I’ve repeated countless times throughout my career. Whether it’s large projects, new initiatives, smaller ideas, I believe that everything a leader does should be considered a pilot. Driving change and continuous improvement often necessitate an iterative approach. Sometimes […]

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Contact Center Recruiting – 5 Ways to Evolve Your Approach

/ / Customer Experience

This article was originally published on ICMI.com in May 2020. Contact center leaders need to make plenty of decisions every day. There’s certainly no shortage of work to do between prioritizing tasks, monitoring the queues, and keeping tabs on their employees. There’s one decision that’s crucial above all else – the choice of who to

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4 Keys to Improve Collaboration and Alignment

/ / Leadership

This article was originally published on ThinkHDI.com in March 2020. If you ask many who provide service to customers, there is a significant problem affecting many organizations. There is a lack of collaboration between teams and departments. With new technology, processes, or tools thrust upon support teams; many team members don’t feel part of the

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