Blogs about: Employee Development
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Your Score vs The Customer Experience
Over the past 14 years we’ve conducted thousands of mystery phone shops. Over that same period we’ve had countless numbers of employees approach us saying they were “just shopped… more →
Do You Get It?
You Really Matter-Making a difference one person at a time to change the world
wrote 1 day ago: On May 10, 2013, I introduced “Making a Difference in this World – You Matter” on my talk show Visio … more →
My Best Managers : How did they make me feel
wrote 1 day ago: No, I am not one of those precocious people who did exceedingly well in their lives! I did not start … more →
Dealing with Disgruntled Participants
wrote 5 days ago: The sighs grow heavier and louder as the training session progresses. Eyes roll and pens lay untouch … more →
Unwrapping it and Giving it to Your Employees: Skills
wrote 1 week ago: When is the last time you took a skills inventory of your staff? Better yet, when is the last time y … more →
Small Actions – Big Results
wrote 1 week ago: Organizations spend hours talking about excellent customer service. Many spend hundreds of thousands … more →
Culture Is More Than Perks
wrote 1 week ago: Let’s set something straight. Company culture is not limited to picnics, baseball outings, and … more →
Are You Setting Your Quality Team Up For Conflict? Part II
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wrote 2 weeks ago: In Part I of my post, I addressed conflict coming from Report Structure Issues. Conflicts can also … more →
Arrive Early and Stay Late
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wrote 2 weeks ago: One of the first rules I have learned during my years as a live class facilitator is: arrive early a … more →
Your Employees May be Outdated, and It's Your Fault
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wrote 3 weeks ago: Are your employees outdated? There are many companies that only a few years ago had the right person … more →
5 Steps to a Sticky Training Program
wrote 3 weeks ago: Money spent on training can be one of the best investments your company makes or a huge waste of tim … more →
Can you be liked as a leader?
wrote 3 weeks ago: Jeff Haden wrote a great article recently in INC Magazine, called “6 Habits of Remarkably Lika … more →
Needs Assessment in Employee Training & Development (Part II)
wrote 3 weeks ago: As we stated last week, in simplest terms, a need is a gap. It is the divide from an existing state … more →
Are You Setting Your Quality Team Up For Conflict? Part I
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wrote 4 weeks ago: Unfortunately, conflict between Quality teams and Contact Center teams happens more often than it sh … more →
Needs Assessment in Employee Training & Development (Part I)
wrote 1 month ago: Before any organization can begin training and developing employees, it must purposefully identify i … more →
Peer Reviews - Give a Little, Gain a Lot
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wrote 1 month ago: Oh it’s been a while since I’ve posted and so much has changed. I’ve recently tak … more →
Have you hired the right people?
wrote 1 month ago: Hiring and keeping the right people in your business is as, if not more, important as the stock you … more →
Employee Development to Embracing Technology: Growing Your Organization in 2013 and Beyond
wrote 1 month ago: Growing a successful business begins with adopting the right strategies and knowing how to keep pace … more →
Business Writing 101
wrote 1 month ago: There are many things that can derail an employee’s career, but one of the fastest means to a promot … more →
In Pursuit of Mediocrity
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wrote 1 month ago: Most organizations have hiring systems designed to select mediocre talent – and then spend a lot of … more →
