Leadership

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.

This article was originally published on ICMI.com in May 2019 Employee engagement is a hot topic in contact centers and all other industries. Leaders are struggling to motivate and sometimes retain top talent. Far too often, when the once-a-year survey results are bad, people feel the urge to reinvent the wheel. Often these leaders over-engineer

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

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

Far too many leaders are lost. Most won’t admit it, but they are stuck in the day-to-day, moving from task to task, the next fire or crisis, on autopilot. Between an endless barrage of useless meetings and an ever-changing list of priorities, for some, there’s little time focused on not only building but developing a

The best way to measure impact is to stop doing something. Leaders are often guilty of asking team members to complete various tasks without explicitly giving clear instructions. Unfortunately, by not being clear, a tremendous amount of wasted effort results. I have been guilty of this throughout aspects of my career. I’ve asked for some

“I only care about results – I don’t need the details, Chris.” I’ll never forget being told this by a senior leader early on in my career. Excited to share everything that the team and I had been doing, I rambled off a myriad of tasks to my leader during a 1 on 1 conversation.

To help your organization evolve to the next level, all leaders need to continually train team members. Continual training shouldn’t just apply to team members. It should also apply to the leaders, too, at all levels of the organization. Ongoing professional development is required for all organizations to not only survive but thrive in today’s

The ability to maximize resources is a quality that will propel individuals and organizations to leap to new levels of success when leveraged consistently. A huge part of a leader’s role is to maximize resources and not complain about a lack of them. Look around most organizations. You will find that those leaders perceived to