The Power Of Failure

I can admit freely that there have been times in my life where I have not tried something due to my fear of failing, but I have learned that the benefits to trying something new far outweigh the feeling I get in not giving my...

The 2015 Service Supported Contact Center

Contact centers have gone through significant change over the past several years, the most significant being the use of cloud based services. These cloud services allow companies extreme flexibility and platform reliability without the hassle of upgrades, maintenance contracts, and slow IT response time to...

When Domain Expertise Gets In The Way Of Change

So, your contact center has been in place for many years. It probably started many years ago from a few people taking phone calls during regular business hours and has developed into a multi-site, multi-channel, multi-shift operation. What started as an agile team adjusting to...

College Campus

A True Example Of Great Experience

I recently had a chance to tour a small local college during an open house event, and noticed several ways that the coordinators and students who volunteered, deliberately created meaningful experiences for us around one goal - shifting many of the high school seniors from "on the fence," to "I want...

Contemplative

Have you ever?

Have you ever had someone take credit for your ideas? Have you ever found out later and then wanted to get even, or did you take the high road and let the past go? In 1794, Eli Whitney patented the cotton gin and unfortunately at the time,...

Communication Image

Communication in 2015

Thinking about new ways to add value this year? Whether personally, professionally, or both, you may not have to look farther than your own words to make a positive, major impact in 2015, and it is probably much easier than shedding those extra December pounds...