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…
12/6 2011
Posted in: InterWeave Articles, Leadership
Looking for more information on building a committed workforce? CLICK HERE to find this article on my web site. Enjoy!
12/5 2011
Posted in: Leadership, Personal Growth
When you think of being a stronger leader, do you think of forgiveness as being one of the characteristics? Probably not. But here is why forgiveness is critical to being a strong leader. Leadership starts with relationships. Relationships are important … Continue Reading…
