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…