05/4 2012
Posted in: Kimberly's Events, Leadership, Uncategorized
I just returned from the CS Week Conference in Dallas where the Expanding Excellence Awards were announced. Midwest Energy was awarded the Innovation in Customer Service Award for the incredible results that they have achieved from implementing the Journey to … Continue Reading…
04/30 2012
Posted in: Kimberly's Events
Thanks to everyone who joined my workshop today at CS Week for Leading an Engaged Workforce. What a great workshop filled with sharing of ideas, meeting of new friends and of course ENGAGING with each other about new ways to view the … Continue Reading…
04/28 2012
Posted in: Coaching, Communication Behaviors
This week, I have received several questions about teaching the skill of acknowledging to employees. Here is the process to ensure that employees not only understand WHAT you expect of them, but WHY, HOW and WHEN it matters. A few … Continue Reading…
04/27 2012
Posted in: Call center management, Kimberly's Events
Yesterday I came home from attending the Contact Center Association Conference in Orlando as a speaker and as an attendee. It was a fabulous conference. So many awesome speakers and so many people who share the same passion for building … Continue Reading…
03/16 2012
Posted in: Corporate Culture, Leadership, Uncategorized
Recently I was visiting with one of my utility clients and we were talking about a very sad event- one of their employees was involved in an accident. As the conversation progressed, I became even more dismayed because I heard … Continue Reading…
03/14 2012
Posted in: Leadership, Uncategorized
I received a very interesting question recently- the question was “WHY should I extend myself to others if they don’t do it? Why does it always have to be me taking the lead?” That’s a really great question. My first … Continue Reading…
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…
