A chance conversation at my barber in Oakville turned into a real talk about managing people. Here’s how it started — and what I told him
I Went for a Haircut. Got Into a Leadership Conversation Read More »
Winning at customer services is the competitive edge that can separate them from the noise. A prevalent customer-centric culture in an organization is the rock and stones that form a robust foundation of a compelling customer experience.
Cultivate a Customer-Centric Culture Read More »
Highly engaged teams are critical for success. There are several benefits, including greater sales and profits, decreased costs, fewer sick days, and fewer defects. All of which have a significant influence on your company’s bottom line. Despite how easy it is to do, too many organizations fail to make the necessary investments in this area.
7 Ways to Guarantee Your Team Will Be Highly Engaged Read More »
Customer service is a hard but essential job for any business. Understand and use these crucial metrics to measure your team and the work they are doing.
9 Crucial Metrics to Measure Customer Support Team Performance Read More »
It’s easy to say that something isn’t working. Problem solving is a lot more difficult and complicated and requires time and dedication.
Guidelines to Decision Making and Problem-solving in an Organization Read More »
The role of managers in an organization is quite complex. They need to be able to make decisions, then deal with the consequences of those decisions.
The Role of Managers in Organizations Read More »
Managers are often stuck in a very hard place. Organizations depend upon them for their ability to manage the teams, but at the same time, they are often called upon to be the escalation point when a problem inevitably goes sour. This is quite difficult as managing people often means giving up managing technology simply
Management and Technical Problem Solving Read More »
OK – its great to have friends at work. In fact I think its a necessity – there are very few of us who would do this (or any) job for no pay and as such work is just that … its work. If it was easy and always fun it would be called PLAY.
Leadership on the Front Line Read More »
There is a great quote that goes something like – “If you cannot measure it, you cannot manage it!” … this is so true and especially so in the Technical Support, Customer Service, and Operations areas. There are great KPI’s (Key Performance Indicators) and not so great ones. The key is choosing the right one
KPI’s and the Importance of Measurements Read More »
