01/19 2012
Posted in: Coaching, Leadership
I’m working on developing my course materials for the CS Week college course that I am facilitating on April 30 in Dallas. The course is focused to employee engagement and this has actually been a topic that has come up … Continue Reading…
01/11 2012
Posted in: Books and articles, Call center management, Communication Behaviors
It’s interesting to me how we can make ourselves believe anything we want to think just by changing our perspective on how we look at something. I was talking with a client the other day about performance in their call … Continue Reading…
01/3 2012
Posted in: Books and articles, Servant Leadership
Here is an article that I think is worth reading… The Seven Habits of Spectacularly Unsuccessful Executives. As I read through this article, I kept coming back to one concept – servant leadership. When we dare to look beyond ourselves … Continue Reading…
12/20 2011
Posted in: Call center management, Kimberly's Events
I’ll be in Orlando in April at the Contact Center Association Conference. This is a dynamic event designed just for contact center leaders looking to stay up to date on what’s going on in the contact center world. April 23 … Continue Reading…
12/19 2011
Posted in: Call center management, Coaching
I was reminded again today in a conversation about ensuring that we are coaching to behaviors instead of coaching to the numbers or stats that we receive. Here’s what happens as front line leaders: You get A TON of reports … Continue Reading…
12/16 2011
Posted in: Call center management, Kimberly's Events
Whether you are a utility or not, you will gain great value from this webinar that I conducted yesterday on the topic of “Transforming the Role of CSR to Meet the Changing Needs of Your Business”. This webinar was hosted … Continue Reading…
12/15 2011
Posted in: Coaching, Leadership
It’s always important to tell your employees what is going well and to share their successes with others as well as sharing the company’s success with all of them. People are motivated by hearing what is going well and will … Continue Reading…
12/14 2011
Posted in: Communication Behaviors, Corporate Culture, Leadership
Our words are very powerful tools for a leader. Our words and our communication set the vision and create the culture for your organization. I just received an email from a training organization and they are promoting a class titled, “The Leaders Guide to … Continue Reading…
12/13 2011
Posted in: Coaching, Leadership, Uncategorized
As someone who analyzes and coaches to behaviors, the work of Abraham Maslow is near and dear to my heart. As a humanistic psychologist, Maslow believed that all people have an inate desire to achieve their highest potential. I believe, too, … Continue Reading…
12/7 2011
Posted in: Books and articles, Leadership, Personal Growth
Have you ever met someone who just struck you as being phoney? It is not only uncomfortable on a personal level, but on a leadership level it is even more detrimental. As leaders we have an obligation to be real, … Continue Reading…
