There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s clumsy,...
Read More >>>Tag Archives: culture
Celebrate—Often!
Would you go to a game and wait until your team won to cheer? Building an organization (or division, function, or team) that consistently delivers great customer experiences takes focus, work and unwavering commitment. Celebrating...
Read More >>>Gallup’s Employee Engagement Bombshell: Why I’m Not Buying It
Gallup’s latest State of the Global Workplace report (2024) finds that 77% of employees worldwide...
Read More >>>4 Essentials for Contact Center Success: The Best Days Are Ahead!
Last winter I reflected on what I learned at ICMI’s Contact Center Expo, and ended...
Read More >>>6 Traits of a Customer-Focused Culture
I recall a new restaurant with great food and impeccable service that quickly built a following. Referrals spread rapidly, reviews were positive, and before long,...
Read More >>>Culture as a Leadership Responsibility
The Best-Managed Contact Centers: #2 – They Have a Supporting Culture
Characteristic #2: They Have a Supporting Culture Culture — the inveterate principles or values of...
Read More >>>Building a Culture of Engaged Employees
Don’t Leave Culture to Chance
Don’t Leave Culture to Chance
Cultivating Effective Communication, Part 1
Communication creates meaning and direction for people. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion,...
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