I took my promise of positivity on January 30th, 2014.  No, I don’t wear a special promise ring like the Jonas Brothers.  I do, however, require a “mind check” coming in the door each morning. If you were to leave your work environment today, would it be a better or worse place tomorrow?  So many of us detract from our environments in ways we don’t even realize.  It’s easy to take a “victim” mentality to the things around us we don’t like.  We owe it to ourselves, our families, and our coworkers to do better. Continue reading →

It used to be that leadership created an intentional barrier between themselves and their people. Managers kept a professional distance, avoiding the complexity of real-life connections. But today, that model no longer works. Just as modern trends like betting in Ethiopia reflect a shift toward accessibility and human-centered experience, effective leadership now requires openness, empathy, and genuine connection. Your people want to know the real you and share meaningful experiences both inside and outside Continue reading →

Tips for creating a customer-centric quality management program.

When implemented well, a Quality Management program has the potential to revolutionize both the agent and the customer experience.  The sad reality is that most QM programs do more harm than good.  According to the “Best Practices in Quality Continue reading →