Leading with Purpose and Service: Harnessing the Power of Mindsets and Behaviours for Success

Engage. Enable. Empower.
Inspire & Motivate People | Help People Achieve Their Goals & Objectives | Help People Overcome Their Challenges | Steer People Through Change
All
Management
Leadership
Employee Experience
Client Experience
Technology
Development
Mindset, Behaviours, Mental Health
Process
Divorce
Contact Center
Sales
Coaching
Startups

❯

Navigating the Call Center: Addressing Overwhelm, Appreciation, and Compensation

Working in a call center can be a challenging and demanding experience. Call center agents often find themselves facing overwhelming workloads, a lack of recognition for their efforts, and concerns about their compensation. In this blog, we will explore these common issues and provide insights and strategies to help call center professionals navigate through them.

Camera
Nature

❯

Coping with Pressure and Discouragement in the Call Center Environment

Working in a call center can be a challenging and demanding job, often accompanied by high levels of pressure. Dealing with a constant stream of customer inquiries, resolving issues, and meeting performance metrics can take a toll on your well-being. Additionally, when your actions are not supported or recognized, it can lead to feelings of discouragement. In this blog post, we will explore effective strategies to cope with the pressures and setbacks that are common in the call center environment, helping you maintain a positive mindset and overall well-being.

Camera
Nature

❯

Navigating Negative Feedback in the Call Center: Turning Challenges into Opportunities

Feedback is a powerful tool that allows us to assess our performance, identify areas for improvement, and develop professionally. While it is natural to desire positive feedback, negative feedback can be equally valuable, providing insights into areas where we can enhance our skills, enhance customer satisfaction, and contribute to a more productive work environment.

Camera
Nature

❯

Navigating Frustration: When Vocalizing Concerns in a Call Center Falls on Deaf Ears

Working in a call center can be challenging, with numerous obstacles and customer interactions to manage on a daily basis. As a dedicated employee, it's essential to voice your concerns when issues arise, hoping for positive change and improvements. However, frustration can set in when your efforts seem futile, and management appears unresponsive. In this blog, we explore the common predicament of feeling unheard in a call center environment and offer practical tips for coping with the situation.

Camera
Nature

❯

Life Is Full Of Ups And Downs

Life is full of ups and downs. We all experience moments where doors slam shut right in front of us. Sometimes, these closures are welcome and bring a sense of relief, but other times they catch us off guard and leave us reeling. It's in these moments of shock and uncertainty that we truly begin to understand the emotional toll of closed doors.

Camera
Nature

❯

Rebranding Alone Won't Fix a Broken Company: Same People, Same System, Different Results?

The Fallacy of Superficially Rebranding a Business Unit and Expecting Different Results Sometimes, a business unit's poor performance can be so catastrophic that it drags down the entire organization. In an effort to save the parent company, the business unit can be shed, re-branded, and restarted to give it a new lease on life. The name and logo might be changed, the strategy might be shifted, and efforts could be made to make it seem like a completely different entity. However, if the same people who had been running the company and drove it into the ground, prior to its rebirth still hold the reins, how can different results be expected?

Camera
Nature

❯

Choosing the Right Person: Why Hiring a Capable Professional is Key

Every decision we make has its own unique set of consequences and hiring the right person for a specific task is no exception. It is important to do your research and gather input from multiple sources, but ultimately, you need to make sure you choose the person with the right skill set and reputation to get the job done right. This is especially important when it comes to solving complex problems that require the expertise of a professional in a particular field. In this blog post, we will explore why choosing the right person is crucial for solving problems effectively and efficiently.

Camera
Nature

❯

Insecure Managers: Who Hold Back Their Employees

Have you ever felt like you were making progress in your job and learning new skills, only to have your boss suddenly start acting distant and critical? Unfortunately, this experience is all too common for many employees in the workforce. Insecure managers who feel threatened by their employees' professional development may hold them back from further opportunities for growth and recognition. This is a harmful dynamic for both the individual employee and the company's overall success.

Camera
Nature

❯

Cut out the Middleman: Why Going Directly to Service Providers Can Be More Effective Than Hiring Consulting Firms

Have you ever wondered why organizations choose to work with consulting firms instead of going directly to the service providers themselves? After all, hiring a consulting firm requires an extra layer of cost and coordination - so why not cut out the middleman?

Camera
Nature

❯

Why Whispering and Barg​ing In on Calls Can Harm Your Contact Center​: How Training and Support Can Save the Day

Are you a contact center manager struggling to improve your team's performance and customer satisfaction? Are you using intrusive tactics like whispering in your agents' ears or taking over calls? It's time to reconsider these methods and focus on empowering your agents with the right training and support.

Camera
Nature

❯

Why Successful Transformation Requires More Than Just Technology

In today’s fast-paced business environment, transformation is essential for staying competitive. Many organizations embark on ambitious transformation projects, investing heavily in cutting-edge technology and streamlined processes. While these are critical components, transformation efforts often fall short due to a critical oversight: focusing on technology while neglecting the people aspect of change.

November 8, 2024
Organization & Management
Camera
Nature

❯

Unlocking the Key to Successful Outsourcing: Account Governance

In my 25+ years of outsourcing and managed services experience at IBM, I've encountered countless challenges across different accounts, regions, and industries. Through it all, I’ve identified one critical factor that consistently determines the success or failure of any outsourced service: effective account governance.

September 25, 2024
Organization & Management
Camera
Nature

❯

The Hummingbird Syndrome: A Challenge in IT Operations

In the world of IT operations, the term "Hummingbird Syndrome" aptly describes a common yet problematic approach to managing disruptions. Much like the tiny, fast-moving bird, teams suffering from this syndrome flit from one issue to another, often without a coherent strategy. This reactionary mode of operation can lead to inefficiencies, increased stress, and a lack of long-term solutions.

July 25, 2024
Organization & Management
Camera
Nature

❯

Daddy, Daddy Look I Got an A: A Cautionary Tale for New Managers

In our childhood, many of us remember the sheer joy of showing our parents a perfect report card, eagerly shouting, "Daddy, Daddy look, I got an A!" This innocent desire to seek approval and recognition is natural and often carries into our adult lives. For new managers, this desire manifests in a drive to prove their worth, demonstrate their capabilities, and validate their promotion. However, while this ambition is commendable, it can lead to unintended consequences that harm their teams and overall performance.

July 16, 2024
Organization & Management
Camera
Nature

❯

A Manager's Guide: Addressing Performance and Mental Health Claims

Being a manager in today's workplace involves not only driving performance but also understanding and supporting the mental health of your team. When an employee's performance begins to falter, and mental health reasons are cited for absenteeism or avoiding performance discussions, it puts managers in a challenging position.

February 27, 2024
Organization & Management
Camera
Nature

❯

Navigating Personal Issues at Work: Managerial Considerations

When an employee approaches a manager to discuss personal, non-work-related problems, it presents a delicate situation that requires thoughtful handling. The decision to probe further or refer the employee to an Employee Assistance Program (EAP) depends on various factors. Let's explore these considerations.

October 24, 2023
Organization & Management
Camera
Nature

❯

Mastering Service Excellence: A Blueprint for Organizational Triumph

Service excellence is a critical goal for any organization, but let's be honest, we've all had our fair share of frustrating customer service experiences. Remember the last time you contacted customer support and ended up in a maze of automated messages that seemed determined to test your patience? We've all been there.

September 27, 2023
Organization & Management
Camera
Nature

❯

Delivering Excellence: How to Maintain High Client Satisfaction Through Quality Services

Today, we embark on a quest to unravel the secrets of client satisfaction. It's a journey that requires the perfect blend of quality and a touch of finesse. But don't worry; there are no secret handshakes or mysterious potions involved—just good old-fashioned wisdom and a pinch of humor.

September 26, 2023
Organization & Management
Camera
Nature

❯

The Hidden Costs of Inconsistency: How Fluctuating Service Level Agreements and Objectives Leave IT Departments Struggling to Keep Up

In the ever-evolving landscape of IT delivery, the importance of meeting Service Level Agreements (SLAs) and Service Level Objectives (SLOs) cannot be overstated. As an experienced management, leadership, and IT delivery expert, I'm here to shed light on the critical intersection of these concepts and their impact on various IT departments. Let's dive in!

September 26, 2023
Organization & Management
Camera
Nature

❯

Mastering the Art of Roles & Responsibilities Management: A Blueprint for Managers

Roles and responsibilities management is the managerial equivalent of a well-oiled machine. 🛠️ Think of it as the gears in a clock; each cog has a specific role, and when they all mesh together seamlessly, you get accurate timekeeping. As a manager, your job is to ensure that each team member knows their role and how it contributes to the larger organizational goals. This involves a trifecta of delegation, communication, and accountability.

September 23, 2023
Organization & Management
Camera
Nature

❯

Leading vs. Pushing in the Corporate World

In the corporate world, leadership styles can significantly impact employee motivation, productivity, and overall job satisfaction. Two distinct approaches to leadership are leading and pushing. While leading inspires and empowers employees, pushing can lead to burnout and dissatisfaction.

August 7, 2024
Leadership
Camera
Nature

❯

Equal Treatment vs. Tailored Treatment in Leadership: A Balanced Approach

As parents, we often start with the idea of treating all our children equally, believing that fairness lies in uniformity. However, experience soon teaches us that each child is unique, with different needs, strengths, and personalities. Some children thrive with independence, while others require more support and guidance. This realization leads to the adoption of a more tailored approach, where we adjust our parenting style to suit each child’s individual needs.

July 27, 2024
Leadership
Camera
Nature

❯

The Evolution of Leadership: A Shift from Merit to Privilege?

I remember a time when leaders were forged in the fire of experience, when they worked their way up the ranks, earning their stripes and gaining a deep understanding of the business, the industry, and most importantly, the people. They were leaders who commanded respect, not just because of their title, but because of their character, their competence, and their commitment to excellence.

July 3, 2024
Leadership
Camera
Nature

❯

The Risks of Inexperienced Leadership in Outsourcing: A Recipe for Disaster?

When it comes to outsourcing, experience matters. I've seen it time and time again - inexperienced leaders trying to navigate complex client relationships and ending up in a mess. They fail to read the client's needs, they overpromise and underdeliver, and they compromise their own team's morale and credibility in the process.

July 2, 2024
Leadership
Camera
Nature

❯

The Power of Self-Awareness in Leadership

As a mentor, I've noticed a recurring theme in my sessions with professionals from diverse backgrounds. We often discuss the challenges of navigating power dynamics and cultural differences in the workplace. One particular issue that comes up is the mistreatment of employees by those in positions of power. This can manifest in various ways, such as favoritism, bias, or mistreatment of employees.

May 28, 2024
Leadership
Camera
Nature

❯

When Walls Crumble, Leaders Rise: Embracing Change in the Face of Discomfort

Barriers. They provide structure, define boundaries, and create a sense of order. But sometimes, barriers become walls, hindering progress and stifling growth. As leaders, we understand the importance of stability, but we also recognize the necessity of change. So, what happens when those walls we rely on begin to crumble?

May 27, 2024
Leadership
Camera
Nature

❯

The Responsible Call: A Bartender's Leadership in Saying No

Leadership isn't always about grand gestures and titles. Sometimes, it's displayed in the quiet corners of everyday life, like behind the bar. Take the seemingly simple interaction between a bartender and a customer. A leader in this scenario isn't just pouring drinks; they're making crucial decisions that impact safety and well-being.

May 27, 2024
Leadership
Camera
Nature

❯

The Dangers of Drive-by Leadership: Why Sitting on the Bench Matters

In the world of sports, a coach who skates around the rink, only briefly stopping by the bench to interact with their players, is unlikely to inspire confidence or achieve success. Yet, in the business world, this type of leadership is all too common. I call it "Drive-by Leadership." It's a style of management where leaders fail to engage with their team members on a meaningful level, instead opting for brief, superficial interactions that lack substance and depth.

May 18, 2024
Leadership
Camera
Nature

❯

Seeing Greatness in Others: The Foundation of Self-Leadership

Leadership is often associated with being in control, making tough decisions, and guiding others towards success. While these aspects are undoubtedly essential, there's a deeper, more profound side to leadership that often goes unnoticed – the ability to see greatness in others. By focusing on the strengths and talents of our team members, we can create a work environment that fosters growth, collaboration, and innovation.

May 18, 2024
Leadership
Camera
Nature

❯

The Risks of Unearned Promotions in DEI Initiatives: A Cautionary Tale

Diversity, Equity, and Inclusion (DEI) initiatives have become a crucial aspect of modern organizations. The goal is to create a more inclusive and representative workforce, addressing historical inequities and promoting a culture of fairness. However, in the pursuit of these noble objectives, there lies a risk: unearned promotions.

May 12, 2024
Leadership
Camera
Nature

❯

Understanding Workplace Retaliation: Recognizing, Preventing, and Responding to a Silent Crisis

In today’s corporate landscape, fostering a culture of transparency and accountability is paramount. Yet, workplace retaliation remains a silent issue that can significantly impact employee morale, organizational reputation, and legal standing. Retaliation occurs when an employer or supervisor takes adverse action against an employee for engaging in a legally protected activity, such as filing a complaint about discrimination, harassment, safety concerns, or other unethical behavior. Understanding what constitutes retaliation, recognizing its impact, and implementing strategies to prevent it are critical for every organization committed to maintaining a fair and inclusive workplace.

October 27, 2024
Employee Experience
Camera
Nature

❯

Why Putting Your Head Down and Doing the Work Isn’t Enough for Career Success

Many people believe that if they simply work hard and deliver results, recognition will naturally follow. However, in reality, that’s often not the case. In a recent mentoring conversation, we discussed how one person’s dedication and behind-the-scenes work went unnoticed while a colleague took the credit. This experience sheds light on the need for a strategic balance between hard work and self-promotion.

October 14, 2024
Employee Experience
Camera
Nature

❯

Bridging the Divide: How Inclusive Workplaces Help Us All Thrive

In my mentoring sessions with immigrants from around the world, I often hear the same story, told with different details. A talented individual joins a new workplace, eager to contribute, only to feel left out of the loop. One mentee recently told me, “I’m doing the work, but it feels like my colleagues are always one step ahead. They’re included in meetings I’m left out of, and they seem to have a connection with management that I just don’t.” His concern? That being “local” gives his colleagues an edge.

October 12, 2024
Employee Experience
Camera
Nature

❯

The Paradox of Disconnection in IT Operations

As I reflect on my journey, speaking to numerous organizations about the transformative power of employee engagement, enablement, and empowerment, a striking paradox emerges. In the midst of escalating service disruptions, prolonged downtimes, and deteriorating employee and customer experiences, organizations instinctively turn to high-priced consultancies and technological overhauls. Yet, the primary culprit behind this instability lies not in the technology, but in a disconnected workforce.

August 31, 2024
Employee Experience
Camera
Nature

❯

When Employees Start to Feel Blah: Uncovering the Roots of Monotony and Unlocking Growth

Have you ever felt like you're just going through the motions at work, lacking excitement or purpose? You're not alone. Many employees experience this feeling of monotony, leading to stagnation and disengagement. But what causes this "blah" feeling, and how can we overcome it?

August 31, 2024
Employee Experience
Camera
Nature

❯

The Blame Game: Unpacking Nepotism in the Workplace

Nepotism, or favoritism based on personal relationships, is a pervasive issue in many industries. It raises important questions about fairness, accountability, and competence. When individuals secure jobs through connections rather than qualifications, it can lead to ineffective performance and undermine organizational trust.

August 30, 2024
Employee Experience
Camera
Nature

❯

Employee Engagement Surveys: Navigating the Challenges

Employee engagement surveys serve as a vital compass for organizations, offering insights into the hearts and minds of their workforce. These surveys are designed with a noble intention: to collect unfiltered, honest feedback for the betterment of the workplace. However, beneath this noble goal lies a complex web of challenges influenced by psychology, sociology, and the corporate environment. Let's delve deeper into this intricate landscape.

October 12, 2023
Employee Experience
Camera
Nature

❯

Workplace Dignity: A Cry for Change

The lesson here is a resounding call to action for managers and organizations to step beyond the veil of ignorance, and earnestly address the unseen struggles faced by the workforce. By fostering a culture of empathy, advocacy, and empowerment, leaders have the potential to transform exploitative work environments into havens of respect, safety, and dignity. This narrative urges a departure from mere spectatorship to becoming active catalysts of change, ensuring that the dignity of every worker isn't overshadowed by the duties they perform. The ripple effect of such conscious actions can significantly enhance the well-being and productivity of the workforce, paving the way for ethical and humane work environments.

October 4, 2023
Employee Experience
Camera
Nature

❯

Do you want to wait for others to help you or do you want to take ownership?

Taking ownership of one's career is crucial for professional growth and success. However, dealing with an ineffective manager can make this task quite challenging. Managers, just like any other employees, are also people with their own strengths, weaknesses, and challenges. They too are employees of the organization, often facing their own set of pressures and expectations from senior management.

September 2, 2023
Employee Experience
Camera
Nature

❯

Choosing the Right Person: Why Hiring a Capable Professional is Key

Every decision we make has its own unique set of consequences and hiring the right person for a specific task is no exception. It is important to do your research and gather input from multiple sources, but ultimately, you need to make sure you choose the person with the right skill set and reputation to get the job done right. This is especially important when it comes to solving complex problems that require the expertise of a professional in a particular field. In this blog post, we will explore why choosing the right person is crucial for solving problems effectively and efficiently.

May 3, 2023
Employee Experience
Camera
Nature

❯

What Causes IT Instability and How to Build a Strong, Resilient Environment

In every organization, a stable IT environment is the backbone of successful operations, enabling seamless service delivery, happy customers, and the implementation of cutting-edge innovations. However, achieving and maintaining stability is a complex challenge that goes far beyond simply keeping systems online. It involves navigating a network of interdependent teams, each of which can impact the overall performance of the IT ecosystem.

October 5, 2024
Client Experience
Camera
Nature

❯

The Need for Speed: Quick Incident Responses in a Digital-First World

In today’s fast-paced, always-on business environment, time is everything. Whether it's a sudden system outage, a service disruption, or a security incident, the speed at which a company can respond often determines the difference between minor inconvenience and major catastrophe. As businesses become increasingly reliant on digital processes, Chief Information Officers (CIOs) are under immense pressure to ensure that services remain available and resilient in the face of unexpected challenges.

October 5, 2024
Client Experience
Camera
Nature

❯

Customer Satisfaction in the Digital Age: The CIO’s Secret Weapon for Business Success

In today’s hyper-competitive market, customer satisfaction is more than just a nice-to-have; it’s the cornerstone of business success. Customers now hold the power, with high expectations for personalized, seamless, and responsive experiences across every touchpoint. For Chief Information Officers (CIOs), the stakes are high. The mandate goes beyond keeping the systems running—it’s about leveraging technology to elevate the customer experience (CX) and surpass customer expectations. In this blog, we’ll explore how CIOs are harnessing technology like data analytics and AI to transform customer satisfaction from a reactive afterthought into a strategic priority.

October 1, 2024
Client Experience
Camera
Nature

❯

From Belt to Partnership: Rethinking Relationships and Conflict Resolution

In many Indian households, the belt was once a feared tool for discipline. Fathers would use it to punish their children, often without explanation or discussion. This approach was meant to instill obedience, but it frequently led to resentment and fear.Similarly, in business relationships, contracts are often wielded like a belt, used to "beat" suppliers into submission. Customers may use contractual obligations to enforce their demands, without regard for the supplier's perspective or well-being.

August 9, 2024
Client Experience
Camera
Nature

❯

Don't Get Stuck with Team B: 5 Strategies to Avoid the Bait and Switch in Consulting Firms and BPOs

In this topic, we will discuss the concept of "Team A" and "Team B" in the context of consulting firms and BPOs. Often during the sales and engagement cycle, these companies pitch the best and brightest resources (Team A) to potential clients, but end up staffing with less experienced and cheaper resources (Team B) due to cost pressures. This leads to a gap between what was promised and what is delivered, resulting in unsatisfied clients. In this discussion, we will explore how organizations can avoid this situation and ensure they deliver on their promises.

March 26, 2023
Client Experience
Camera
Nature

❯

Navigating Difficult Times: The Importance of Addressing Clients' Implicit and Explicit Needs

During challenging times, businesses may be focused on cost-cutting measures and may not be considering the full range of needs that they have, both explicit and implicit. This narrow focus on cost-cutting can lead to missed opportunities for growth and improvement, as well as a lack of support for the overall well-being and satisfaction of the clients.

December 31, 2022
Client Experience
Camera
Nature

❯

The Voice Of The Customer Is An Important Concept For Businesses To Understand And Utilize

The voice of the customer refers to the wants, needs, and expectations of a company's customers. It is the collective representation of their desires and perceptions, and it is used by businesses to guide their decisions and improve their products or services.

December 15, 2022
Client Experience
Camera
Nature

❯

The Difference In Between Offering Great Services To Your Client And Being Able To Deliver Those Services

When it comes to customer service, there is a big difference between offering great services and being able to deliver those services. Many companies offer excellent customer service on paper, but when it comes time to actually deliver on those promises, they fall short. This can be due to a lack of resources, a lack of manpower, or simply a lack of knowledge on the part of the employees.

October 26, 2022
Client Experience
Camera
Nature

❯

How Do You Build Intimacy With A Client?

There is no one-size-fits-all answer to this question, as the best way to build intimacy with a client will vary depending on the client's individual needs and preferences. However, some tips on how to build intimacy with a client include taking the time to get to know them, being genuine and authentic, and establishing trust.

October 25, 2022
Client Experience
Camera
Nature

❯

How To Build Credibility With A Client

Building credibility with a client is key to a successful business relationship. There are a few things you can do to make sure your client trusts you and believes in what you are saying.

October 25, 2022
Client Experience
Camera
Nature

❯

The Shiny Allure of Digital Transformation

Let’s play a quick word association game. I say ‘digital transformation,’ and you think… technology, right? AI, machine learning, automation, all the buzzwords. It’s natural; we’ve been conditioned to think this way. But let me tell you something: Digital transformation is not actually about the technology. It’s about rethinking the way a business operates and delivers value. Yet so many companies are missing this point, and it’s costing them more than they realize.

November 8, 2024
Technology & Tools
Camera
Nature

❯

Beyond the Rules: How GenAI and Agentic AI Will Revolutionize Fraud Detection

Imagine this: banks have been using AI and machine learning algorithms for decades to combat fraud. They’ve relied on systems built on rule-based approaches, models trained with historical data to detect anomalies—like strange spending patterns, purchases made far from home, or those unusually large withdrawals that make us all pause. It’s worked well, but only to a point.

September 13, 2024
Technology & Tools
Camera
Nature

❯

The Emperor's New AI: Cutting Through the Hype

The GenAI world is full of self-proclaimed experts who throw around fancy terms like LLMs, GLMs, and other buzzwords - it sounds like they're listing off their favorite candy bars, like M&Ms, Kit Kats and Snickers. But when it comes to actually using these technologies, they're eerily silent. It's like they're trying to hide their lack of practical experience behind a veil of technicalities.

September 2, 2024
Technology & Tools
Camera
Nature

❯

Revolutionizing Service Desks: How AI Chatbots Are Transforming First-Line Support

Service desks are buckling under the weight of endless tickets, repetitive queries, and frustrated users. Support teams are overwhelmed, response times are ballooning, and customer satisfaction is plummeting.

July 15, 2024
Technology & Tools
Camera
Nature

❯

Machine Learning vs. Generative AI: The New Powerhouses of IT Operations

In the ever-evolving world of IT operations, two AI technologies are making waves: Machine Learning (ML) and Generative AI (GenAI). While they're both part of the AI family, they bring different skills to the table. Let's break down how these tech cousins are shaking things up in IT ops.

July 14, 2024
Technology & Tools
Camera
Nature

❯

Unmasking the FOMO Factory: The GenAI Myth in Customer Service

In the world of business, where the lines between innovation and opportunism can blur, it's time to unravel a captivating tale spun by consulting giants. Brace yourself for a revelation about the Generation AI (GenAI) craze in customer service that might just change your perspective.

October 27, 2023
Technology & Tools
Camera
Nature

❯

Navigating Through the IT Asset Management Labyrinth: A Comprehensive 4-Step Approach

Embarking on the journey through the complex domain of IT asset management, organizations are often confronted with the intricate challenge of ensuring operational efficiency while judiciously managing financial expenditures. The 4-Step Approach to IT asset management unfolds a strategic pathway, guiding IT organizations through the myriad challenges and revealing hidden opportunities in managing both hardware and software assets. This structured methodology, encapsulating industry expertise and pragmatic application, provides a comprehensive roadmap that ensures not merely survival but thriving efficacy in the realm of asset management.

October 5, 2023
Technology & Tools
Camera
Nature

❯

The Evolution of Professional Skill Sets: From T to Π and Beyond

In today's rapidly evolving professional landscape, the nature of skills and expertise individuals should possess has become a topic of intense debate. Historically, the discussion hovered around whether one should be a generalist or a specialist. However, as industries have evolved and intermingled, so too have the expectations of professionals. Enter the age of the T-shaped, Pi-shaped, and even M-shaped individuals.

August 22, 2023
Technology & Tools
Camera
Nature

❯

Swipe Right for AI: Unraveling the Complex Relationship Between Chatbots and Generative AI Through the Dating Game

Before we jump in, let's share a little confab about yours truly. I've spent my time coaching and mentoring the high-flyers, the C and D-level execs, hobnobbing with Sheikhs, Ambassadors, Ministers, Lords, and even the occasional billionaire. You might say I've played the game with an Obama-esque finesse. But at heart, I'm more of a "W" kind of guy - got the brains, love a good gab, but always ready to crack a joke or two. I guess I like to keep 'em on their toes!

August 1, 2023
Technology & Tools
Camera
Nature

❯

Generative AI in Business: A Dose of Medicine

When it comes to curing ailments, medicine can take different forms and follow various routes. Sometimes it's an oral medication, designed to treat an entire body. In other cases, it's a topical solution, aimed at healing a specific area. Similarly, implementing Generative AI in an organization requires choosing the right strategy. It's a choice between an oral medication approach, treating the entire organization, or a topical treatment, focusing on specific areas.

July 28, 2023
Technology & Tools
Camera
Nature

❯

The Art Of Listening: Why It's Important To Truly Hear Others Out Before Responding

Good communication is crucial to the success of any relationship, be it personal or professional. One important aspect of effective communication is the art of listening, which involves truly hearing others out before responding. In this blog, we will explore the importance of active listening and how it can improve our relationships and communication skills.

January 4, 2023
Learning & Development
Camera
Nature

❯

Master the Art of Anticipation: How to Stay 3 Steps Ahead and Thrive on the Island of Relevancy

Are you tired of feeling like you're constantly struggling to keep up in today's fast-paced world? Do you want to be proactive and strategic, always staying ahead of the curve and in demand? Imagine what it would be like to live on the island of relevancy, where you're never caught off guard by change and are always three steps ahead of the game.

December 31, 2022
Learning & Development
Camera
Nature

❯

Why Comparing Yourself to Others Can Hold You Back

Comparing ourselves to others who started their journey years before us can be a natural and often unconscious tendency. It can be easy to fall into the trap of comparing our progress and accomplishments to those of others, especially if they seem to be further along in their journey.

December 30, 2022
Learning & Development
Camera
Nature

❯

The Power of Lifelong Learning: Why You're Never Too Experienced to Learn New Things

Many people believe that as they get older or more experienced in a particular field, they no longer need to learn new things. This mindset can limit their personal and professional growth and prevent them from adapting to new challenges and opportunities.

December 29, 2022
Learning & Development
Camera
Nature

❯

The Importance of a Transitional Service Agreement (TSA) in Mergers and Acquisitions

During a merger or acquisition, there is often a need for a smooth and orderly transition of administrative functions from the selling company to the purchasing company.If this transition is not properly managed, it can lead to disruptions in the normal operation of the organization, including issues with HR, IT, accounting, and finance. This can cause delays and difficulties for employees and customers, and can even lead to financial losses for the organization.

December 27, 2022
Learning & Development
Camera
Nature

❯

The Dangers of Self-Diagnosis: Why You Need a Professional's Help

Self-diagnosis of performance issues at work refers to the process of identifying and analyzing one's own performance issues without the help of an outside perspective or professional assistance. While self-diagnosis can be a useful tool for individuals seeking to better understand their own performance and identify areas for improvement, it also carries significant risks and can lead to a number of issues.

December 23, 2022
Learning & Development
Camera
Nature

❯

Embracing Regret: How to Turn a Negative Emotion into a Positive Learning Opportunity

Regret is a common emotion that everyone experiences at some point in their lives. It can be defined as a feeling of remorse or disappointment over something that has happened or something that we did or didn't do. Regret can occur in both our personal and professional lives and can have both positive and negative effects on our well-being and overall happiness.

December 21, 2022
Learning & Development
Camera
Nature

❯

The Power of the Infinite Game: A New Approach to Long-Term Success and Sustainability in Business

In today's fast-paced and highly competitive business environment, it's easy to get caught up in the pressure to win at all costs. But what if, instead of trying to beat the competition, we approached business as an infinite game – one that has no predetermined end, and where the ultimate goal is to keep the game going indefinitely?

December 20, 2022
Learning & Development
Camera
Nature

❯

The Power of Mentoring: How a Trusted Guide Can Help You Achieve Your Goals and Transform Your Life

Mentoring is a form of professional development in which an experienced individual, known as a mentor, provides guidance, support, and advice to a less experienced individual, known as a mentee. The purpose of mentoring is to help the mentee grow and develop both personally and professionally, and to achieve their goals and objectives.

December 20, 2022
Learning & Development
Camera
Nature

❯

Maximizing Your Year-End Performance Review: Tips and Strategies for Success

Year-end performance reviews can be a valuable opportunity for employees and managers to reflect on the past year's achievements and areas for improvement, as well as set goals for the coming year. Proper preparation is key to making the most of this process, and there are a few key things that both employees and managers can do to ensure a successful review.

December 20, 2022
Learning & Development
Camera
Nature

❯

Cultural Differences and Common Ground: A Reflection on Empathy and Understanding

We live in an increasingly diverse and connected world, yet sometimes we encounter cultural practices that feel foreign or unfamiliar to us. It's natural to feel surprised or even uncomfortable when faced with differences, but often, with a closer look, we realize how much we all have in common.

October 22, 2024
Mindsets, Behaviours, Mental Health
Camera
Nature

❯

Beyond the Material: Finding Growth in the Journey Within

I often find myself in deep discussions with mentees from all over the world, who are eager to grow and excel. They share their goals, their dreams, and the milestones they believe will mark their success. Yet, amid these conversations, I’ve noticed a recurring theme—many of them equate growth with material achievements, promotions, and the next big acquisition. This always makes me pause and reflect. Does growth really lie in these external markers? Or is there a deeper, more transformative growth that often goes unnoticed?

October 17, 2024
Mindsets, Behaviours, Mental Health
Camera
Nature

❯

Navigating Change: How Corporate Environments Shape Us

In one of my recent mentoring sessions, a familiar theme came up—how much we change when our situations change. My mentees, hailing from different corners of the globe, were navigating the ups and downs of corporate life. They shared stories of restructuring, shifting goals, and evolving roles, all of which led me to think: How much do we really change when our surroundings change?

October 17, 2024
Mindsets, Behaviours, Mental Health
Camera
Nature

❯

The Comfort of Discomfort: Why We Sometimes Feel Good When We Feel Bad

Have you ever noticed how, sometimes, feeling bad almost feels… good? I’m not talking about the obvious kind of good, like joy or contentment. No, I’m talking about that strange comfort we find in our own sorrow or frustration. There was a time not too long ago when I found myself lying on the couch, sinking into a feeling of self-pity. I thought about everything that had gone wrong in my life lately—work stress, personal setbacks, and a long list of things I hadn’t achieved. I started to wonder: Why was I clinging to these feelings? Why did it feel oddly satisfying to dwell on the negatives?

October 12, 2024
Mindsets, Behaviours, Mental Health
Camera
Nature

❯

The Price of Putting Up With Shit: Why We Stay in Jobs We Hate

We’ve all been there, haven’t we? Sitting at our desk, staring at the clock, enduring another wave of nonsense because, well, we’ve got bills to pay. The rent doesn’t care about your stress. The student loans don’t pause because you’re being micromanaged. And so, we grind. We put up with shit.

October 6, 2024
Mindsets, Behaviours, Mental Health
Camera
Nature

❯

Character vs. Actions: Why Who You Are Matters More Than What You Do

In today's society, we often judge people based on their visible actions. We praise those who donate to charity, attend religious services, and follow the rules of their community or faith. These actions are commendable, and they certainly contribute positively to the world. But there’s an important distinction between actions and character—one that many overlook.

October 5, 2024
Mindsets, Behaviours, Mental Health
Camera
Nature

❯

The Trap of Saying What People Want to Hear vs. What They Need to Hear as a Leader

Have you ever found yourself in a situation where someone says just the right thing to make you feel good, only to later realize their words were as empty as the air around you? Maybe it was a colleague, a boss, or even a friend—someone who seems to talk the talk but fails to walk the walk. They say what needs to be said in the moment, appeasing the people in the room, but like the changing wind, they shift their stance the moment they walk into another room. This might feel comforting at first, but ultimately, it's not leading anywhere. As a leader, I’ve witnessed this countless times—and it’s left me wondering: Why do some leaders say what people want to hear instead of what they need to hear?

October 5, 2024
Mindsets, Behaviours, Mental Health
Camera
Nature

❯

A lack of boundaries invites a lack of respect. You get what you tolerate

Setting clear boundaries isn't just about protecting your time and energy—it's about establishing your value in both personal and professional relationships. When you tolerate behavior that crosses those boundaries, it sends the message that it's acceptable. Over time, this can lead to burnout, stress, and strained relationships.

October 1, 2024
Mindsets, Behaviours, Mental Health
Camera
Nature

❯

Reaching Out: The Power of a Helping Hand

Have you ever reached out to someone in a moment of need, only to be met with silence? I recall a time when I felt utterly overwhelmed. Swallowing my pride, I reached out to someone I know for guidance. Hours turned into days, and their response never came. That silence echoed louder than any words could have, leaving me to wonder: Do people genuinely care?

September 19, 2024
Mindsets, Behaviours, Mental Health
Camera
Nature

❯

Backyard Brawlers and Hot Dog Stands: The Importance of Self-Awareness in Leadership

Imagine you’re a backyard brawler, winning fight after fight. You’ve dominated your neighborhood, and now you’re feeling unstoppable. But does that mean you can step into the UFC ring and go toe-to-toe with world-class fighters, expecting to win? Probably not. The gap between local dominance and world-class competition is vast, requiring not just strength but a different level of skill, preparation, and strategy.

September 12, 2024
Mindsets, Behaviours, Mental Health
Camera
Nature

❯

How IT Operational Analytics (ITOA) Can Help Outsourcing Vendors Reduce Incident Volumes

In today’s fast-paced IT environments, outsourcing vendors face the constant challenge of balancing service excellence with the need to reduce incidents. IT Operational Analytics (ITOA) provides a strategic advantage, offering insights that empower vendors to proactively prevent issues and improve system performance. Below, we’ll explore how ITOA can be leveraged to transform incident management and reduce incident volumes through data-driven strategies.

November 1, 2024
Processes & Procedures
Camera
Nature

❯

First Call Resolution (FCR) in IT Outsourcing: Realities, Risks, and the Role of Operational Analytics

In IT outsourcing, First Call Resolution (FCR) is a primary measure of service success. The higher the FCR, the fewer repeat calls and escalations—key indicators of customer satisfaction. However, the intense focus on meeting FCR targets often tempts vendors to manipulate metrics rather than improve service quality. Understanding these tactics and using operational analytics to detect manipulation can help businesses ensure true value from their outsourcing partnerships.

October 31, 2024
Processes & Procedures
Camera
Nature

❯

Incident Resolution SLA Compliance in IT Outsourcing: The Realities, Risks, and the Role of Oversight

In today’s digital-driven world, many businesses rely on outsourcing vendors to manage essential IT functions, including incident resolution. These vendors are tasked with meeting Service Level Agreements (SLAs) that guarantee timely resolutions for critical incidents. However, while SLAs serve as benchmarks, outsourcing vendors can sometimes find ways to "game the system," meeting SLA metrics on paper without genuinely resolving issues or providing the quality of service clients expect. This practice introduces risks, undermines customer trust, and highlights the need for clients to maintain oversight mechanisms. Let's explore the realities and risks of incident resolution SLAs in IT outsourcing and the steps businesses can take to mitigate these risks.

October 30, 2024
Processes & Procedures
Camera
Nature

❯

How Outsourcing Vendors Manipulate Incident Response Time Metrics

Incident response time is a core metric in IT outsourcing, intended to measure how quickly support teams begin addressing an issue after it’s reported. However, some outsourcing vendors manipulate this metric to appear more responsive on paper than they truly are. This deceptive practice creates a false sense of reliability and may prevent clients from identifying true service gaps, ultimately compromising end-user satisfaction.

October 29, 2024
Processes & Procedures
Camera
Nature

❯

Customer Satisfaction (CSAT) in IT Outsourcing: Realities, Risks, and the Role of Operational Analytics

In the realm of IT outsourcing, Customer Satisfaction (CSAT) is a crucial service level agreement (SLA) that plays a defining role in contract continuity. It’s a straightforward metric with high stakes: if a vendor fails to meet the CSAT threshold—often around 95%—penalties are imposed, and repeated failures can even lead to contract termination. Given my experience with 250+ clients over the past 25 years, I’ve seen firsthand the nuances of CSAT and the issues that can arise. On the surface, CSAT might seem simple: measure user satisfaction, meet the target, and avoid penalties. However, achieving true, unmanipulated CSAT scores is often a complex endeavor, especially when unethical practices slip into the mix.

October 21, 2024
Processes & Procedures
Camera
Nature

❯

Problem Management Process Document

As service disruptions rise in organizations, leading to potential loss of availability or performance of services, the responsibility of detecting, reporting, analyzing, tracking, and correcting these disruptions falls to the Problem Management team. This document outlines the Problem Management Process designed to enhance our team's daily activities. The process aims to streamline communication, centralize documentation, integrate tasks into existing workflows, improve client involvement, and ensure continuous improvement.

October 5, 2024
Processes & Procedures
Camera
Nature

❯

Knowledge Management Process for IT Support Teams

The Knowledge Management (KM) process ensures that IT teams can systematically capture, organize, share, and maintain knowledge. This enhances problem-solving efficiency, facilitates collaboration, and encourages continuous improvement. The process includes workflows for document approval, review cycles for accuracy, and mechanisms to track the usage of knowledge articles within the ITSM system.

October 5, 2024
Processes & Procedures
Camera
Nature

❯

The Importance of Post-Implementation Reviews (PIR) for Change Management

In the fast-paced world of IT and business operations, change is constant. Whether it's the introduction of new software, system updates, or process adjustments, every change carries a level of risk. While organizations invest significant time and resources into planning and executing changes, the real measure of success comes after the change is implemented. Did it deliver the expected results? Were there any unintended consequences? What can be learned from the process to improve future implementations?

October 4, 2024
Processes & Procedures
Camera
Nature

❯

Release Management Process Document

The purpose of this document is to define the detailed steps involved in the Release Management process for our team. This process ensures that new and enhanced IT services are delivered as required by the business while protecting the integrity of existing services.

October 4, 2024
Processes & Procedures
Camera
Nature

❯

Release Manager Roles and Responsibilities

The Release Manager is a pivotal role within the Release Management process, responsible for ensuring that all aspects of a release are planned, coordinated, and executed effectively. This role requires a combination of technical knowledge, project management skills, and excellent communication abilities.

October 4, 2024
Processes & Procedures
Camera
Nature

❯

Custodymate: Locked Out of Life: A Man's Dilemma in Divorce

In the ever-evolving landscape of relationships, marriage stands as a testament to love and commitment. However, not all unions are imbued with harmony; sometimes, they devolve into chaos, anger, and violence. This blog post unravels a harrowing tale of a man caught in the whirlpool of an abusive marriage, only to find himself locked out of his own life. As he grapples with the decision to protect his partner from legal consequences, he pays a heavy price.

August 17, 2023
Divorce
Camera
Nature

❯

Custodymate: Navigating The Maze: How Tracking Plans to Actuals Can Save Your Divorce Case

The divorce process is not just emotionally draining; it's a complex legal battle that requires meticulous attention to detail. One key aspect often overlooked is the importance of tracking plans to actuals. This concept encompasses the diligent tracking of commitments and agreements made in the legal process, ranging from custody arrangements to financial obligations such as child support and alimony. Failure to maintain accurate records can lead to misunderstandings, false accusations, and even legal consequences.

August 15, 2023
Divorce
Camera
Nature

❯

Custodymate: Lost in Transition: The Battle of Custody Tracking

In the complex world of divorce and separation, the issue of child custody often emerges as a highly contentious point. Accurately tracking custody time — including the pick-up and drop-off schedules, detailed records of the time spent with the child, and evidence to support these claims — becomes a crucial aspect of the legal process. This documentation can be the linchpin in court, making the difference between success and failure in a custody battle.

August 15, 2023
Divorce
Camera
Nature

❯

Custodymate: Battling Shadows: Documenting Child Custody in a Digital Age

In the interconnected world of today, the legal battles surrounding child custody have become increasingly complex and demanding. The need to meticulously document and manage evidence related to child custody has never been more crucial. Such evidence can be the bedrock of a legal case, especially in scenarios where false allegations can be raised to authorities like the Police, Courts, and Children's Aid. In this age, where everything is recorded and tracked, the absence of organized evidence can spell disaster for the involved parties. This article delves into the causes, impacts, and legal considerations surrounding the issue, and provides strategic guidance for both protection and rebuilding.

August 15, 2023
Divorce
Camera
Nature

❯

Custodymate: CAPTURE EVIDENCE: Navigating the Complex Terrain of Proof in Divorce Proceedings

In the turbulent battlefield of divorce proceedings, evidence plays a critical role in either substantiating or refuting claims. The ability to capture and present evidence can become a cornerstone for justice, fair treatment, and sometimes survival. However, many individuals find themselves unable to gather the necessary proofs, such as pictures, text messages, or other files, leading to an uneven playing field.

August 15, 2023
Divorce
Camera
Nature

❯

Custodymate: Navigating the Maze: Obtaining Detailed Reporting in Custody Cases

In the convoluted world of custody battles, obtaining detailed reporting regarding custody and custody-related matters is a critical but often elusive step. The lack of organized information can lead to confusion, misrepresentation, and ultimately, an unfavorable outcome. This guide seeks to shed light on the importance of detailed reporting and how it can be harnessed effectively to protect one's rights and interests.

August 15, 2023
Divorce
Camera
Nature

❯

Custodymate: Pen to Paper: Healing Through Journal Therapy in Divorce

The tumultuous experience of divorce can leave individuals feeling lost, overwhelmed, and emotionally fractured. Navigating the complex labyrinth of feelings and legalities is an arduous journey. One therapeutic approach that has proven to be an oasis in this desert of confusion is journal therapy. It involves writing down, dialoguing with, and analyzing personal issues and concerns using a structured approach. This method not only provides a private haven for introspection but also empowers individuals to understand and heal themselves. In this article, we will explore how journal therapy can be utilized as a powerful tool in the context of separation and divorce.

August 15, 2023
Divorce
Camera
Nature

❯

Custodymate: Secure Calendaring: Navigating the Maze of Divorce and Custody Planning

In the aftermath of a divorce, managing multiple responsibilities such as planned holidays, work/life locations, custody times, child/alimony payment schedules, and various appointments can become a daunting task. This is where secure calendaring comes into play, an essential tool to streamline and organize all aspects of post-divorce life.

August 15, 2023
Divorce
Camera
Nature

❯

Custodymate: Lost in Transition: The Battle for Accurate Child Profile Information in Divorce

The process of separation or divorce is a challenging and often contentious journey. In the midst of legal battles and emotional turmoil, one aspect that is frequently overlooked is the centralization of children's profile information. This includes essential details such as birthdays, school information, medical records, friends' contact information, preferences, hobbies, likes, and dislikes. The absence of such information can lead to misunderstandings and miscommunications, affecting both the children involved and the perception of parental responsibility.

August 15, 2023
Divorce
Camera
Nature

❯

Custodymate: Locked Away: The Digital Struggle for Court Documents in Divorce Proceedings

In today's digitally driven world, the expectation for easy access to information is greater than ever. Yet, when it comes to court documents, particularly in the context of a divorce proceeding, the challenge is often far from simple. This paper explores the struggle to obtain court documents, a task that can become a critical issue in any legal battle.

August 15, 2023
Divorce
Camera
Nature

❯

Navigating Frustration: When Vocalizing Concerns in a Call Center Falls on Deaf Ears

Working in a call center can be challenging, with numerous obstacles and customer interactions to manage on a daily basis. As a dedicated employee, it's essential to voice your concerns when issues arise, hoping for positive change and improvements. However, frustration can set in when your efforts seem futile, and management appears unresponsive. In this blog, we explore the common predicament of feeling unheard in a call center environment and offer practical tips for coping with the situation.

May 19, 2023
Contact Center
Camera
Nature

❯

Cut out the Middleman: Why Going Directly to Service Providers Can Be More Effective Than Hiring Consulting Firms

Have you ever wondered why organizations choose to work with consulting firms instead of going directly to the service providers themselves? After all, hiring a consulting firm requires an extra layer of cost and coordination - so why not cut out the middleman?

April 25, 2023
Contact Center
Camera
Nature

❯

Why Whispering and Barg​ing In on Calls Can Harm Your Contact Center​: How Training and Support Can Save the Day

Are you a contact center manager struggling to improve your team's performance and customer satisfaction? Are you using intrusive tactics like whispering in your agents' ears or taking over calls? It's time to reconsider these methods and focus on empowering your agents with the right training and support.

April 17, 2023
Contact Center
Camera
Nature

❯

Module 79: Reporting & Measurements Lacking

You may have experienced the frustration of waiting on hold for extended periods or receiving inadequate support when contacting a service desk. This is often due to the lack of accurate and comprehensive reporting, which makes it challenging to identify areas for improvement, allocate resources effectively, and gauge the overall effectiveness of support teams. Without reliable reporting, management may struggle to understand customer needs and agent performance, leading to decreased productivity and satisfaction levels for both parties.

April 12, 2023
Contact Center
Camera
Nature

❯

Module 10: High Volume Of Calls

Reducing the volume of calls is crucial for any organization looking to optimize its customer service operations. A high volume of calls means the contact center is either suddenly flooded with more than the expected volume of calls, or the contact center is seeing a gradual increase in the regular calls. This can be achieved by implementing effective self-service options such as knowledge bases, FAQs, and automated chatbots that can provide instant solutions to common problems.

April 10, 2023
Contact Center
Camera
Nature

❯

Module 11: High Call Wait Times

Reducing wait times is crucial for enhancing customer satisfaction and streamlining business operations. A high wait time means the client is waiting on the phone or chat to be answered. This could be due to the contact center experiencing a high volume of calls, being understaffed, or agents not being skilled enough to handle the type of calls and, as a result spending more time on the phone.

April 10, 2023
Contact Center
Camera
Nature

❯

Module 12: Prolonged Response Times

Response time is the time it takes for a customer request to be acknowledged and for work to start. In call centers, contact centers, and IT service desks, response time is an essential metric that directly affects customer satisfaction and loyalty. By improving response times, organizations can provide better customer service, reduce wait times, and increase customer loyalty, which can ultimately lead to higher revenue.

April 10, 2023
Contact Center
Camera
Nature

❯

Boosting Call Center Productivity: A Comprehensive Guide to Improving Occupancy Rates

You're struggling to keep your call center occupancy rates up, despite your agents being available to handle calls. Low occupancy rates can indicate underutilization of resources, leading to inefficient operations, and increased operating costs. At the same time, low occupancy rates can negatively impact customer experience, as agents may not be able to provide timely and effective service. Finding a way to balance occupancy rates and other important metrics, such as service level and customer satisfaction, is key to running a well-managed call center.

April 8, 2023
Contact Center
Camera
Nature

❯

Impersonal Employee Engagement and Management

The Fit-For-You Process is a personalized approach to employee engagement and management that identifies individual needs and preferences, and tailors interactions accordingly. This process allows for optimal performance and job satisfaction, enabling employees to bring their best selves to work every day.

April 5, 2023
Contact Center
Camera
Nature

❯

SLA Manipulation To Fake Results

Do you ever feel like your contact center or service desk is meeting all the SLA targets but still receiving complaints from customers? It's possible that your leadership team is manipulating the SLA data to make it look like they are meeting the targets when they are not. This unethical practice can harm the organization's reputation, customer satisfaction, and employee morale.

April 3, 2023
Contact Center
Camera
Nature

❯

Crafting an Effective Go-To-Market Strategy for Any Sector

Creating a successful GTM strategy requires a structured approach that can be adapted to any industry. This framework can guide you in developing a versatile GTM strategy that addresses market needs, defines a strong value proposition, and drives growth.

October 16, 2024
Sales
Camera
Nature

❯

Strengthening Your Go-To-Market Strategy with Product Understanding and Sales Enablement Tools

A successful GTM strategy requires not only knowing your target market and value proposition but also having a comprehensive understanding of your portfolio and the tools to communicate its value effectively. Here are the key elements to consider:

October 16, 2024
Sales
Camera
Nature

❯

Sales is Simple: It's About Understanding and Addressing Needs

Sales is often considered a complex skill, full of nuanced tactics and strategies. But at its core, sales is really quite simple. It's about one thing: addressing your clients’ needs. However, to truly be effective, you need to go beyond the surface of what the client already knows and explore both their considered and unconsidered needs. The key to unlocking this understanding is through consultative selling techniques that allow you to peel back the onion and get to the heart of what the client really needs.

September 12, 2024
Sales
Camera
Nature

❯

Uncovering Hidden Opportunities: The Power of Addressing Considered and Unconsidered Needs

In sales and personal/professional settings, understanding and addressing the needs of clients, managers, or organizations is crucial for success. However, there are two types of needs that require attention: considered and unconsidered. By recognizing and addressing both, individuals can uncover hidden opportunities, drive innovation, and achieve exceptional results.

August 31, 2024
Sales
Camera
Nature

❯

When to Tell Clients to Take a Hike: The Reality of Transactional Relationships

In today's business landscape, it's time to face the music: the primary goal of every company is to make money. Despite the marketing buzz around sustainability, climate change, and social responsibility, the bottom line is still the bottom line. And in many cases, this focus on profit has led to a shift from partnership-based relationships to purely transactional ones.

April 28, 2024
Sales
Camera
Nature

❯

The Secret to Sales Success: Understanding Client Needs Better Than They Do Themselves

Understanding client needs is not a one-time event; it's an ongoing process that requires continuous effort and attention. By following these strategies, you can develop a deep understanding of your clients' needs and deliver solutions that drive long-term success. Remember, the goal is to understand your clients better than they understand themselves. With this approach, you'll be well on your way to building strong, lasting relationships and driving revenue growth.

April 26, 2024
Sales
Camera
Nature

❯

The Emperor's New Clothes: The Illusion of GenAI Expertise

Newsflash: being able to spell LLM or recite the latest research papers doesn't make you an expert. It's like saying you're a master chef because you can recite a recipe. Anyone can do that. But can you actually cook? Can you take the ingredients, apply your knowledge, and create something truly remarkable?

April 24, 2024
Sales
Camera
Nature

❯

The Comfort Zone Conundrum: How to Move Clients from the Status Quo

As a global sales leader, I've developed a proven approach to moving clients from the status quo. By highlighting the risks of staying put, painting a picture of the future, and creating a sense of urgency, I've been able to help clients achieve remarkable results.If you're struggling to convince clients to make a change, I encourage you to try my approach. Remember, it's not about being pushy or aggressive – it's about helping clients see the opportunities and benefits that come with embracing change.

April 19, 2024
Sales
Camera
Nature

❯

Unlocking New Sales Opportunities with IT Ticket Analytics

As a seasoned IT professional with over 30 years of global experience, I've had the privilege of working with over 200 clients worldwide, analyzing millions of IT records, and uncovering hidden insights that have transformed IT operations. One of the most significant discoveries I've made is the power of IT ticket analytics in identifying new sales opportunities.

April 15, 2024
Sales
Camera
Nature

❯

Guiding Principles of Business Development

Here are some tips on how to do business development in the IT world, broken down into two sections: business development for existing clients and business development for new clients. I'll provide a "dummies" approach to make it easy to understand.

April 11, 2024
Sales
Camera
Nature

❯

Why Surface-Level Advice is Harmful: From Cheerleaders to Coaches: The Importance of Genuine, Actionable Support in Personal Growth and Development

LinkedIn is a powerful platform for personal growth and development, but it's not without its problems. One of the biggest issues is the prevalence of trite, surface-level advice that lacks real substance and value. While these posts may receive thousands of likes and impressions, they do little to truly support personal growth and development. As a management and leadership expert, I'm here to offer a solution. By understanding the importance of both cheerleaders and coaches in personal growth and development, and recognizing the value in providing detailed, actionable plans and strategies, you can rise above the surface-level advice and make a real impact as a leader.

January 18, 2023
Coaching
Camera
Nature

❯

Unlock Your Team's Full Potential: A Quick Guide to Coaching for Growth

As a manager or leader, it is your responsibility to help your team members develop and grow in their roles. Coaching is a powerful tool that can help your team members improve their skills, increase their confidence, and achieve their goals.

December 16, 2022
Coaching
Camera
Nature

❯

Elevating Your Leadership Skills: A Guide to Coaching Your Team to Success

As a senior manager, it's important that you're able to coach people for growth. After all, helping others reach their potential is one of the key ways to create a thriving organization. But what exactly does coaching for growth entail? Here are some tips to get you started.

December 16, 2022
Coaching
Camera
Nature

❯

Mastering the Art of Coaching: The Essential Principles for Success

Coaching is a process of guiding and supporting an individual or team to achieve specific goals and improve their skills and knowledge. Coaching typically involves providing feedback, setting goals, and offering guidance and support to help individuals or teams reach their full potential.

December 16, 2022
Coaching
Camera
Nature

❯

Navigating the Meme Landscape: From Insights to Business Objectives

In the ever-evolving realm of social media, the proliferation of management and leadership memes can indeed raise questions about their underlying objectives. Let's embark on a journey to decipher the layers and intentions behind these humorous snippets of wisdom.

October 25, 2023
Startups
Camera
Nature

❯

Startups vs. Large Service Providers: The Battle for Customer Satisfaction

In the world of business, startups and large service providers often find themselves competing for customers. While startups are known for their agility and customer-centric approach, large service providers have the advantage of resources and established networks. This article aims to explore the contrasting characteristics of startups and large service providers when it comes to customer satisfaction and outcomes.

August 11, 2023
Startups
Camera
Nature

❯

The Art of Translation: Bridging the Gap Between Techies and Business Leaders

In every organization, there's a dance of words that happens daily. The technical experts, with their jargon-filled language, face off against the business leaders, who often speak in broad, strategic terms. It's like they're reading from entirely different scripts, each thinking they're the lead in a solo performance, unaware that they're part of a duet.

August 10, 2023
Startups
Camera
Nature

❯

Taking the Devil's Advocate Approach: A Crucial Test for Startup Robustness

In the dynamic world of startups, where innovation and creativity reign supreme, entrepreneurs often find themselves riding the rollercoaster of excitement, fear, and uncertainty. When nurturing a groundbreaking business idea, it is natural to focus on its strengths and potential success. However, a vital aspect of ensuring long-term viability is stress-testing the concept through the lens of a devil's advocate. In this blog post, we explore why embracing skepticism and taking a devil's advocate approach can be an effective strategy to assess the robustness of a business idea for startups.

August 3, 2023
Startups
Camera
Nature

❯

Navigating the Blind Spots: Essential Lessons for Startup Success

Embarking on a startup journey is like setting sail on uncharted waters, filled with both promise and peril. While entrepreneurs are often brimming with passion and revolutionary ideas, they must tread cautiously to avoid common pitfalls that can derail their dreams. In this blog post, we shed light on the most common blind spots that startups encounter and offer practical insights to navigate them effectively. By addressing these challenges head-on, aspiring entrepreneurs can steer their ventures towards sustainable success.

August 3, 2023
Startups
Camera
Nature

❯

Putting the Horse Before the Cart: Realigning the Priorities of Start-ups

As an entrepreneur who has weathered the storm of launching multiple startups, I've had my fair share of successes and failures, triumphs and disasters, late nights filled with inspiration, and days of harrowing uncertainties. But one pattern I've noticed, which has been the harbinger of more failures than success, is the 'cart before the horse' phenomenon that is increasingly common in the start-up world.

August 2, 2023
Startups
Camera
Nature

❯

The Mirage of the Sales Pipeline: Let’s Stop Walking off Cliffs

Every startup aims to climb the ladder of success. Often, that ladder relies on the sales force, the frontline warriors who juggle between optimism and realism every day. However, there’s a troubling trend sneaking into many sales teams: the cultivation of a false sales pipeline. Yes, the mirage where sales reps load the pipeline with fake opportunities, painting an illusion of future glory, and then pushing out or dropping these phantom deals at the last minute. It's the equivalent of walking a blindfolded team to the edge of a cliff and then stepping aside as they walk off it.

August 2, 2023
Startups
Camera
Nature

❯

The Art of Sales Pipeline Management: Navigating the Controversial Territory

Welcome to a blog post that takes you on a journey through the enigmatic world of sales pipeline management. As a seasoned entrepreneur and startup expert, I believe it's time to break free from conventional thinking and push the boundaries of what sales can truly achieve. Today, we delve into the controversial aspects of sales pipeline management while staying compassionate to the needs of startups. So fasten your seatbelts as we challenge the norms and embrace the art of closing deals!

August 2, 2023
Startups
Camera
Nature

❯

Winning Big: Crafting an Effective Win Plan for Startup Success

For startups seeking to secure larger deals or key accounts, having a well-defined and strategic approach is paramount. This is where a "Win Plan" comes into play – a powerful document that outlines the steps and actions needed to succeed in specific sales opportunities. In this blog, we'll delve into the key components of a Win Plan and how startups can leverage it to their advantage in the competitive market.

August 2, 2023
Startups
Camera
Nature

❯

Mastering the CDVM Framework: A Winning Strategy for Startups

As a successful entrepreneur and sales expert, I've come to understand the importance of strategy in selling, particularly when your venture is just starting to take off. Among the plethora of sales methodologies out there, one framework that has proven to be especially useful is the CDVM framework. It comprises four critical components: Customer, Decision Process, Value Proposition, and Message. Here, I'll guide you through each one, empowering you to take your startup's sales game to the next level.

August 2, 2023
Startups
Camera
Nature