My Best Boss
Research shows that common characteristics of what makes a good boss include: My best boss listened. My best boss backed me up. My best boss respected me.
Versatility: The Engine of Success
Versatility is the ability to recognize differences in communication preferences and to adapt to make others more open and receptive—creating more effective and productive relationships.
10 Steps to Creating a Legendary Total Customer Service Experience
The more you know your customers and how each of their interactions with you is experienced, the better you can enhance their total experience to make it legendary.
CallMiner at Afni
A partnership with speech analytics company CallMiner has helped contact center provider Afni harness the power of big data, become more effective in coaching its agents, and identify opportunities for targeted training.
Management Challenge # 10: When You Have an Employee Who Needs to Improve Quality
Quality is almost always harder to monitor and measure than productivity. Tracking quality requires regular auditing of work product, close attention to the details, and plenty of subjective judgment calls.
3 Strategies to Help You Gain Clarity and Meet Your Business Goals
Getting clarity is the first practice of personal leadership. It allows you to connect to an inner source of inspiration that will call you forth and compel you to achieve a powerful new vision.
Case Study: Ocean Spray Fixes “Broken” Plant with Accountability and Culture Change
How Ocean Spray’s Kenosha plant made radical improvements in safety, performance, and employee satisfaction using Accountability Training and by creating a Culture of Accountability.
One Theory About What Causes ADD
Do you have to be staring at your phone every time you have an idle moment, or are you compelled to reach for it because that’s what you’ve trained yourself to do?
Feedback Schmeedback
Contrary to popular belief, people don’t do better just because you tell them they’re doing something wrong. Some things to consider before you offer feedback.
Florida Blue’s Curtain Call Program
The annual Curtain Call Program provides an opportunity for Florida Blue sales representatives to demonstrate their ability to conduct strategic and consultative sales discussions with agents, brokers, and clients.
