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

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Contact Center Rescue Series: Setting Ticket Priorities in a Contact Center: Why It Matters

When a call comes into the contact center, it can be difficult for the agent to ascertain the impact and urgency of the issue. Why is this important? The impact and urgency determine the priority level of the ticket. Why is the priority level of the ticket important? This determines the response and resolution times for that ticket - basically determining how important that ticket is and how quickly it should be worked on.

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Overcoming Inadequacy as a New Manager: The Role of Feedback in Leadership

As a new or struggling manager, it's common to feel like you're not meeting the expectations of your senior manager or doing a good job leading your team. These feelings of inadequacy can be demoralizing and impact your motivation, confidence, and ability to lead. However, by seeking out and embracing feedback from your manager and team members, you can learn from constructive criticism and use it to grow as a leader. This can help you overcome feelings of inadequacy and become a more confident and effective manager.

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Contact Center Rescue Series: The Issues With Tickets Getting Closed Prematurely In The Contact Center

The contact center is a critical part of any organization, and managers need to be aware of the potential issues that can arise. One of the most frustrating problems for customers is when their ticket gets closed prematurely.

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Contact Center Rescue Series: The Issue With The Contact Center Agents Mis-Assigning Tickets To Groups

We all know the feeling of contacting a customer service center and being transferred around to different representatives, only to have our issue still not resolved. As frustrating as this is for customers, it's often even more frustrating for the contact center agents who are trying to help. One of the main causes of this problem is that tickets are misassigned to groups, resulting in higher transfers and longer wait times.

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Contact Center Rescue Series: The Importance Of Triaging Skills In The Contact Center

If you manage a contact center, you know that managing inbound call volume is one of the most important aspects of the job. In order to properly staff your team and keep call wait times down, you need to have excellent triaging skills. But what exactly are triaging skills and why are they so important? Read on to find out.

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Contact Center Rescue Series: The Benefits Of Queue Management In A Contact Center

Queue management is essential for any business that wants to improve their customer satisfaction rates. By understanding how queues work and implementing queue management strategies, businesses can keep their customers happy and reduce wait times. There

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Contact Center Rescue Series: The Importance Of The Availability Of Subject Matter Experts (SMEs) In A Contact Center

SMEs play a vital role in the contact center, and their availability can be increased through training more employees to be experts in specific areas, using technology to connect with experts outside of the contact center, and encouraging knowledge sharing within the organization. Implementing these changes can be challenging, but the benefits are worth it for both customers and the organization.

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Contact Center Rescue Series: The Importance Of Off-Hours Coverage In A Contact Center

In any customer service organization, providing adequate coverage during off-hours is essential. When customers need help outside of normal business hours, they should be able to reach someone who can assist them. This is especially true for contact centers, where customers may have urgent questions or issues that need to be addressed.

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Contact Center Rescue Series: What Is an IVR System and Why Is It Important To A Contact Center

An IVR system, or interactive voice response system, is a phone system that allows callers to interact with a company by inputting information via their keypad. This system is often used to direct calls to the appropriate department or individual.

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Contact Center Rescue Series: The Issue of Contact Center Staff Not Making Correlations Regarding Emerging Issues

Working in a contact center can be incredibly challenging, with customer service personnel dealing with an array of issues that arise on a daily basis. One major difficulty is the lack of correlation between certain customer issues.

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When IT Suppliers Fail to Deliver: The Dark Side of SLA Manipulation

In today’s fast-paced, technology-driven world, organizations increasingly turn to IT suppliers for managed services and outsourcing. The rationale is simple: focus on what you do best—your core business—while leveraging the IT supplier’s expertise to handle the complexities of IT operations. This arrangement is intended to be a win-win. Organizations benefit from the supplier's skills, experience, and economies of scale, while IT suppliers can demonstrate their value by delivering consistent, high-quality services.

February 17, 2025
Organization & Management
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The Catalyst of Change: Why Accountability and Consequences Are Non-Negotiable

Imagine a world where promises are routinely broken, injustices go unchallenged, and progress remains a distant dream. This is the reality in the absence of accountability. True change—whether personal, organizational, or societal—cannot take root unless individuals and institutions face consequences for their actions. Accountability is the invisible thread that weaves intention into action, turning "should" into "must."

February 17, 2025
Organization & Management
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The Power of Accountability in IT Service Delivery

Imagine this: You walk into a restaurant. You order your food, but it never arrives. You call the waiter, and they say, “Oh, we forgot. But it’s fine, right?”You’re frustrated, but you decide to wait. Finally, your food arrives—but it’s the wrong dish. You tell the waiter, and they shrug. “Well, at least you got something.”Now, imagine this happening every single day in IT service delivery. Projects run late, SLAs are missed, costs spiral out of control, clients are unhappy, and—worst of all—no one is held accountable.

February 16, 2025
Organization & Management
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The "Chamcha Leader": A Mirror to Leadership's Dark Side

Leadership is often celebrated as the driving force behind progress, innovation, and societal transformation. But what happens when leadership deviates from its purpose and becomes a tool for personal advancement? The concept of the "chamcha leader," a term rooted in the idea of sycophantic and self-serving behavior, provides an unflinching critique of leadership gone awry. Derived from the Hindi word for "spoon," "chamcha" metaphorically refers to those who ingratiate themselves with the powerful, often at the expense of broader collective interests.

December 3, 2024
Organization & Management
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The Problem Isn't the Job, It's the Management

Imad Lodhi's article argues that employee dissatisfaction often stems from poor management, not the job itself. He contends that internal job changes rarely solve the problem because systemic management issues persist. Lodhi proposes solutions such as management training, feedback systems, and accountability for poor leadership to improve workplace culture and retain talent. The other articles explore related themes, such as the detrimental effects of prioritizing high-performing employees at the expense of organizational health ("Toxic Gold") and the challenges faced by insecure managers ("The Struggling Manager's Dilemma"). Finally, one piece discusses the misconception that digital transformation is solely about technology, highlighting the need for a broader operational rethink.

December 1, 2024
Organization & Management
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Toxic Gold: When the Price of Success is Too High

This excerpt from Imad Lodhi's work critiques the tendency of organizations to prioritize the short-term gains of high-performing but toxic employees—the "golden apples"—over the long-term health and well-being of the entire workforce. Lodhi argues that protecting these individuals, despite their damaging behaviors, leads to negative consequences such as decreased mental health, high employee turnover, numerous HR complaints, reduced productivity, and reputational damage. He proposes that true organizational success requires a shift in focus from merely achieving results to fostering a positive and supportive work environment, emphasizing the need to define unacceptable behaviors, measure leadership impact holistically, empower HR, celebrate ethical leadership, and demonstrate courageous leadership. The ultimate message advocates for a change in organizational culture that values ethical leadership and employee well-being over short-term gains produced at a significant cost.

November 30, 2024
Organization & Management
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The Struggling Manager’s Dilemma: Why Talking from Both Sides of Your Mouth Will Catch Up With You

Imagine you’re a new manager. You’ve finally made it. The title is yours, the responsibility is yours, but deep down, you know the truth: you don’t feel deserving of the role. You tell yourself you got lucky, that someone made a mistake.And because you feel like an imposter, you start seeking validation. Not the quiet kind that comes from doing the work and earning respect over time. No, you want the quick fix. You want everyone—your team, your customers—to like you.

November 30, 2024
Organization & Management
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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
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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
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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
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When Leadership Feels Like Caregiving

Leadership isn't always glamorous. Some days, it can feel like you're running a special education classroom—constantly guiding, patiently reinforcing, and repeatedly clarifying expectations. You're not just managing tasks; you're actively shaping the skills, mindset, and growth of your team.

March 9, 2025
Leadership
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The Leadership Illusion: Why Some People Aim Up but Miss the Mark

Have you ever worked with someone who constantly talks about their past achievements, insists they could do a better job, and only wants to engage with senior executives—despite being two or three levels below?

March 5, 2025
Leadership
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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
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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
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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
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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
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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
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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
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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
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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
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The Dark Side of Low Attrition: What Organizations Don't Want to Talk About

Have you ever been in a corporate town hall where leadership proudly announces, "Our attrition rate is just 5%!" followed by enthusiastic applause? I have, many times. And each time, I can't help but wonder about the stories hidden behind that seemingly impressive number.Here's the uncomfortable truth: Sometimes, a low attrition rate isn't the victory we think it is. Sometimes, it's a warning sign.

January 10, 2025
Employee Experience
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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How Do You Become A Trusted Advisor To Your Client And Differentiate Yourself From Your Competition?

The best way to become a trusted advisor and differentiate yourself from your competition is to provide value-added services that go beyond what is expected.

October 25, 2022
Client Experience
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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
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MBAs - When Theory Meets Reality… and Fails

I’ve worked with many MBAs over the years. On paper, they shine—degrees, frameworks, buzzwords galore.But when it comes to real-world execution? Many fall flat.

March 10, 2025
Mindset & Behaviours
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Leadership Lessons from DON: Drop the Ego, Raise Your Team

Remember the iconic Bollywood film, DON? 🎬 Flashy suits, powerful titles, big egos—sounds familiar? Unfortunately, this 'Don' mentality isn't confined to movies. In the corporate world, it's often called ego-driven or status-driven leadership. We've all met individuals who flaunt their position, possessions, or paycheck to assert superiority.

March 9, 2025
Mindset & Behaviours
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💡 Finish what’s on your plate before ordering more.

Imagine dining at an all-you-can-eat sushi restaurant. Order too much, and you’re charged for leftovers—forcing you to think twice before piling up your plate.

March 9, 2025
Mindset & Behaviours
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🌟 Ever Feel Stuck Solving a Problem? Try This Simple Hack. 🌟

Kidlin’s Law says: “If you write the problem down clearly, the matter is half solved.” Sounds obvious? Maybe. But here’s why it’s so much more than a motivational quote:

March 9, 2025
Mindset & Behaviours
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🔥 Success Speaks Louder Than Words 🔥

There was a time when I believed arguments could change minds. That proving myself to others was necessary. But I’ve learned—success is the loudest response you’ll ever need.The energy we spend debating, defending, or trying to convince others? That’s energy lost. Energy that could be fueling growth, learning, and execution.

March 5, 2025
Mindset & Behaviours
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In Order to Keep the Peace, Avoid the War

In business and life, conflict is inevitable. The challenge isn’t whether conflict arises, but how we choose to engage with it. Some battles are necessary. Others are just distractions.

March 5, 2025
Mindset & Behaviours
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The Art of Letting Go – A Blueprint for Freedom

We've all heard the classic saying: "If you love something, let it go. If it comes back, it's yours; if it doesn’t, it never was." It's a sentiment rooted in trust and non-attachment.But what if we take it a step further?"If you don’t love something, definitely let it go. Basically, just drop everything—who cares?"At first glance, it sounds like extreme detachment, maybe even indifference. But beneath the humor lies a profound truth: we hold onto too much. And in doing so, we drain ourselves of energy, time, and peace.

March 5, 2025
Mindset & Behaviours
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When to Chase, When to Pivot: The Smart Way to Pursue Your Dreams

We’ve all heard the phrase: “Never give up on your dreams.” It’s an inspiring message, but is it always the right advice?The harsh reality is that some dreams are statistically improbable—whether it’s becoming a pro athlete, a Hollywood star, or the next tech billionaire. While success stories exist, they are the exceptions, not the rule. So how do you know when to persist, pivot, or let go?

March 5, 2025
Mindset & Behaviours
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Never Underestimate the Predictability of Stupidity: How to Reduce Stress at Work

In the classic film Snatch, Vinnie Jones’ character delivers a line that resonates far beyond the movie world:"You should never underestimate the predictability of stupidity."At work, we often assume that colleagues, clients, and leadership will make rational, informed decisions. But reality tells a different story. Every day, we encounter avoidable mistakes, irrational choices, and self-inflicted chaos.The biggest source of stress? Expecting logic in an illogical world. The solution? Recognize that stupidity is predictable and plan accordingly.

March 5, 2025
Mindset & Behaviours
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Another Brick in the Wall of My Education – Turning Hardships into Growth

Life is a constant learning experience, but not all lessons come from success. In fact, the most valuable lessons often emerge from hardships. Whether it’s a career setback, a personal struggle, or an unexpected challenge, every difficulty presents an opportunity to build resilience and wisdom.

March 5, 2025
Mindset & Behaviours
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Are You Hiding Behind Your Contract?

I recently had an insightful exchange about the dangers of leaning too heavily on contractual theory when addressing client issues. Yes, contracts are vital—they outline expectations and boundaries. But solely repeating “check the contract” or “the contract is clear” can block creativity, innovation, and, ultimately, client satisfaction.

March 10, 2025
Service Delivery
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Why Writing Down a Problem Solves 50% of It (And How to Do It Right)

We’ve all been there: staring at a problem that feels like a tangled knot. You brainstorm, overthink, and loop in circles. But what if I told you the solution starts before you even act?Enter Kidlin’s Law: “If you write the problem down clearly, the matter is half solved.”

March 5, 2025
Service Delivery
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Accountability in IT Service Delivery: The Backbone of Trust and Transformation

In the fast-paced world of IT service delivery, missed deadlines, security breaches, and system outages are more than inconveniences—they erode client trust and stall innovation. Yet, in many organizations, accountability remains an afterthought, buried under vague roles, siloed teams, or a culture of blame-shifting. For IT services to drive meaningful change—whether in operational efficiency, cybersecurity, or customer satisfaction—accountability must be engineered into every process, contract, and team dynamic. Without consequences for failures or incentives for excellence, even the most advanced technologies fall short of their potential.

March 5, 2025
Service Delivery
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When Did Brands Become Just Badges?

In the business world, we often equate big brands with guaranteed value. But is that really the case anymore?Whether it’s outsourcing deals or technology investments, organizations chase logos, expecting innovation and excellence. They sign multimillion-dollar contracts, believing a trusted name ensures quality. But too often, they end up with cookie-cutter solutions delivered by skeleton crews—all in the name of hitting profit targets.

February 27, 2025
Service Delivery
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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
Service Delivery
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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
Service Delivery
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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
Service Delivery
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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
Service Delivery
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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
Service Delivery
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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
Service Delivery
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The Generative AI Hype vs. Real-World Impact: A Michelin 3-Star Analogy

Generative AI is everywhere. It’s the new darling of consulting firms, promising to revolutionize industries and transform businesses. But is it really for everyone?Imagine the world of fine dining. Michelin 3-star restaurants offer incredible experiences, but only a select few ever dine there. The majority of us? We grab a quick bite at McDonald’s or Chick-fil-A.

March 1, 2025
Technology & Tools
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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
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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
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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
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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
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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
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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
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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
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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
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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
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Effort vs Results: Why Both Matter, But Only One Wins

Effort and results are two important factors that play a crucial role in determining success. Effort refers to the amount of work, energy, and time one puts in to achieve a goal or complete a task, while results refer to the outcome or output that is achieved as a result of that effort. While both effort and results are important, there has been a recent focus on the importance of effort, often at the expense of results. However, ultimately it is the results that matter.

February 20, 2023
Learning & Development
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Mistakes Happen, But Gossip Doesn't: How to Share Lessons Learned Without Hurting Others

When someone makes a mistake, it's crucial to communicate with them to address the issue. However, it's equally important to avoid gossiping or sharing the mistake with others. Instead, we should focus on sharing the lessons learned with others to prevent similar mistakes from happening in the future.

February 16, 2023
Learning & Development
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Boost Your Visibility at Work: The Power of Performance Currency

If you want to gain visibility in the workplace, there is one key currency that you must pay attention to: performance. Performance currency is the measure of your ability to achieve results and deliver value to your team or organization. Without it, you may be overlooked for promotions, bonuses, or even job security.

February 15, 2023
Learning & Development
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One Trick Pony or a Carousel: Understanding the Pros and Cons of Specialization in the Workplace

The term "one trick pony" is often used in a negative or derogatory way to describe a person or thing that is limited in their abilities or skills. This can be a liability in today's job market, where companies are increasingly prioritizing adaptability and versatility in their employees. The solution to this problem is to actively work on developing new skills and expanding your knowledge base, so that you can become a "carousel" of skills and abilities, increasing your value and marketability in the job market.

January 29, 2023
Learning & Development
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Embracing Constructive Feedback for Personal and Professional Growth: Leveraging The Power Of Diverse Perspectives To Improve Your Management And Leadership Skills

Embracing constructive feedback is crucial for personal and professional growth. It allows for new ideas and perspectives that can help improve work and achieve objectives. However, many individuals struggle with accepting criticism and feedback in a public setting, leading to fear of failure and rejection, limited ability to improve and adapt to new challenges, stagnation in career growth and lack of diversity in thought and decision making within teams. The solution is to develop strategies for managing emotions and reactions to feedback, seek out feedback from a diverse group of individuals, actively work to incorporate their perspectives into work, continuously seek out new challenges and opportunities for growth, and foster a culture of open communication and diversity of thought within teams.

January 20, 2023
Learning & Development
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Holding Space for the Younger Generation: A Guide to Empowering the Next Generation of Leaders

Holding space for the younger generation is essential for managers and leaders. It requires a deep understanding of their unique needs and perspectives and involves actively listening, being open to new ideas, and creating a culture of empathy, respect, and understanding. By addressing challenges and providing resources, support and mentorship, managers can empower the next generation of leaders and create a space where they feel seen, heard, and valued.

January 18, 2023
Learning & Development
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The Importance of Job Titles: Why Job Titles Matter and How to Leverage Them for Success

As a management and leadership expert, I often see the impact that job titles can have on an individual's career and opportunities. In many cultures, including North America, job titles can hold significant weight and can be used to determine who is invited to certain events or meetings. But how do you ensure that you're being recognized for your expertise and experience, regardless of your job title?

January 18, 2023
Learning & Development
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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
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The Fine Art of Speaking Up: When to Share Your Thoughts and When to Hold Them

In any social or professional setting, it can be difficult to know when it is appropriate to speak up and share your thoughts, and when it is better to stay quiet and let others have the floor. In this article, we will explore the nuances of this delicate balance, and offer some practical tips for deciding when to speak up and when to stay quiet.

January 4, 2023
Learning & Development
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The dangers of gossip: how spreading rumours and speaking ill of others can damage our reputation and relationships

Gossip can seem innocent, but it can actually have serious consequences for both the person being spoken about and the person engaging in the gossip. In this article, we will explore the dangers of gossip and how it can damage our reputation and relationships. We will also provide tips on how to avoid engaging in gossip and instead choose to speak kindly of others.

January 4, 2023
Learning & Development
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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
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Custodymate: The Unseen Ripple: How Divorce Affects Government and Society

Divorce is not just a personal or familial matter; it has broader societal implications that often go unnoticed. The dissolution of a marriage can lead to a cascade of consequences that strain governmental resources and disrupt social harmony.

August 15, 2023
Divorce
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Custodymate: Navigating Emotional Chaos, False Allegations, and Unreasonable Demands. The Hidden Struggles of Divorce Lawyers

Divorce lawyers often find themselves caught in a web of emotions, allegations, and unreasonable demands that can lead to unexpected challenges in their professional lives. These challenges are multifaceted and can take a toll on the legal process, extending timelines, increasing costs, and compromising the attorney-client relationship. Below, we explore the unique impacts that lawyers face in the world of divorce law.

August 15, 2023
Divorce
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Custodymate: Attendance Woes, Performance Plummets, and Social Struggles: The Unseen Consequences of Divorce

Divorce isn't just a personal affair. Its tendrils reach into the very fabric of our society, affecting more than just the couple at its center. One of the most alarming yet often overlooked consequences of divorce is its impact on the education system. The turmoil of a family splitting can reverberate into a child's school life, affecting not only the child of the divorced parents but also the entire educational community.

August 15, 2023
Divorce
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Custodymate: The Unseen Victim of Divorce: The Employer's Dilemma

Divorce is commonly regarded as a private matter, affecting only the individuals and families directly involved. Yet, there are ripples that extend beyond the immediate personal sphere, reaching into workplaces and impacting employers in ways that are often overlooked. The effects of divorce on productivity, time management, and profitability are profound but frequently underestimated.

August 15, 2023
Divorce
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Custodymate: Impact to the Medical Community: A Surge in Support Systems and Treatment Needs

Divorce is not merely a legal and familial issue; it's a public health concern. The repercussions of a separation ripple across various aspects of life, and the medical community is not immune to these impacts. When a marriage ends, particularly if it’s contentious, it can lead to a cascade of mental and physical health challenges that require medical intervention. From increased prescription of medications to a surge in therapy sessions, the medical community becomes a pivotal support system.

August 15, 2023
Divorce
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Custodymate: A Comprehensive Insight into the Personal, Financial, and Legal Turmoil of Separation For Parents

Divorce is not simply a legal procedure to dissolve a marriage; it's a life-altering event that creates ripples across every aspect of a family's life. The decision to part ways can be laden with emotions, but the real impact often goes unnoticed until the storm hits. From personal connections to financial security, everything gets shaken to its core. In this analysis, we'll explore the many ways divorce affects the family, especially parents, diving deep into the complex web of emotional, financial, and legal challenges.

August 15, 2023
Divorce
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Custodymate: A Comprehensive Analysis of the Emotional, Behavioral, and Physical Toll on Children Amid Separation and Divorce

Divorce is more than just a legal separation of two individuals; it's a rupture that can tear through the fabric of a family, leaving children caught in the crossfire. While much attention is devoted to the adults navigating these painful waters, the hidden victims are often the children, whose lives are turned upside down. The impact on children is neither short-lived nor superficial. In many cases, the scars can last a lifetime.

August 15, 2023
Divorce
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Custodymate: Demystifying the Challenges and Strategies for Effective Documentation in Child Custody Battles

The battle for child custody is often fraught with emotion, confusion, and legal complexities. At the heart of this struggle lies the concept of "Custody Feedback," a term that encompasses the detailed documentation of issues related to custody that must be presented to the Courts, Police, or Child Aid Services (CAS). Without accurate and comprehensive custody feedback, parents may find themselves at a legal disadvantage, unable to effectively raise or counter allegations.

August 15, 2023
Divorce
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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
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The Exciting World of Contact Centers

A contact center is a central point from which customer or client contacts are managed. The purpose of a contact center is to provide an easy and convenient way for customers to reach out to a company or organization. Contact centers can offer a variety of services, such as customer service, technical support, sales, and marketing.

November 15, 2022
Contact Center
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Contact Center Rescue Series: Root Cause Analysis Program

Root cause analysis is important in the contact center because it helps to identify the underlying causes of issues or problems, rather than just addressing the symptoms. By conducting a root cause analysis, contact center managers can identify the root causes of issues such as customer complaints, high call volume, or poor agent performance, and then implement targeted solutions to address these underlying causes.

November 14, 2022
Contact Center
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Contact Center Rescue Series: Analytics As a Service Outline

Within the world of IT, the Service Desk is the single point of contact for all services a company provides to its employees. Imagine when your laptop breakdown, who do you call? If you are having issues with your printer, VPN, wifi, Monitor, etc. Whom do you call? You would call the Service Desk/Help Desk.

November 14, 2022
Contact Center
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Contact Center Rescue Series: Implementing Total Quality Management

A Jñāna Optimized Unified Delivery Model ensures that the Total Quality Management process focuses on ensuring that all supporting activities that are undertaken by IT to provide a service are adhering to the agreed-to-quality standards. It ensures that all interactions, whether a call, ticket (service request, incidents, problem, change), CSAT surveys, escalations and any other sources of work, align with the global standards and contract expectations.

November 7, 2022
Contact Center
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Contact Center Rescue Series: What Is A Service Desk?

The Service Desk Management process ensures that each call is answered in the quickest possible manner by a skilled agent who can diagnose and resolve the issue to minimize downtime. For each call, a record is opened and handled, keeping quality requirements in mind. For any issues that are unresolved at the Service Desk, a hand-off via an Incident takes place to higher-level resolver groups.

October 30, 2022
Contact Center
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Contact Center Rescue Series: How To Manage Remote Agents/Workers

Working from home has become more and more popular in recent years. With advances in technology, it's now easier than ever for employees to work remotely. While this arrangement has many benefits, it also poses some challenges for managers.

October 28, 2022
Contact Center
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Contact Center Rescue Series: Cost per Ticket - The Metric that Measures the Success of Your Service Desk

Do you know how much it costs to support your customers? Surprisingly, many service and support managers don't have a good handle on their Cost per Ticket. This is the total monthly operating expense of a service desk divided by the monthly ticket volume. Without this information, it's difficult to measure the success of your service desk - or determine where you need to make improvements.

October 18, 2022
Contact Center
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Contact Center Rescue Series: How Can AI Be Used To Improve The Quality Of Service

Artificial intelligence (AI) is becoming more and more commonplace in contact centers (Inbound and Outbound). With the help of AI, contact centers can automate many processes, including customer service, lead qualification, and even data entry, to name a few. This can save your team time and money and improve the customer experience by providing faster, more accurate service.

October 14, 2022
Contact Center
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Contact Center Rescue Series: Client Journey Management - How to Make Your Clients' Lives Easier

Client journey management is the process of understanding, managing, and improving the various touchpoints a client has with your company in order to create a Better Client Experience. It's important because providing a quality customer experience is essential to retaining clients and growing your business.

October 13, 2022
Contact Center
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Contact Center Rescue Series: Why Agent Utilization is Important and How to Calculate It

‍In today's business world, it is more important than ever to ensure that your resources are being used in the most efficient way possible. This is especially true when it comes to service desks/call centers/contact centers' agents who work there.

October 12, 2022
Contact Center
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Boost Your Sales Team's Productivity: 5 Proven Strategies for Improved Performance

The sales team's productivity is not meeting desired targets or expectations.This low productivity is causing missed sales targets and lost revenue, which can have negative impacts on the company's overall success and growth. It is important to address this issue and find ways to improve the productivity of the sales team.

December 26, 2022
Sales
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5 Proven Strategies for Moving Customers from the Status Quo and Driving Business Growth

The customer is stuck in the status quo and is not making progress or achieving their desired goals.The customer may be feeling frustrated or stuck, and may be aware that they need to make a change but are unsure of how to do so. They may be hesitant to take action because of fear of the unknown or because they are comfortable with the status quo, even though it may not be serving them well.

December 26, 2022
Sales
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5 Proven Strategies for Building Trust with Your Clients

Establishing trust with a client can be difficult, especially in a professional setting where personal relationships may not have had the opportunity to develop.Without trust, it can be difficult for a client to feel comfortable relying on your expertise and making decisions based on your recommendations. This can lead to misunderstandings and miscommunications, and ultimately hinder the success of the project.

December 26, 2022
Sales
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5 Ways to Transform Objections into Opportunities: A Guide to Reframing Sales Objections

Sales can be a challenging field, and one of the biggest obstacles salespeople face is objections from potential customers. These objections can range from concerns about price to doubts about the product's effectiveness.

December 17, 2022
Sales
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Stand Out from the Competition: Tips for Salespeople to Differentiate Themselves

In the context of sales, differentiation refers to the process of making yourself or your product stand out from your competitors. This can involve highlighting unique features or benefits of your product, emphasizing your expertise or knowledge in a particular area, or positioning yourself as a trusted advisor to your clients.

December 17, 2022
Sales
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The Pros and Cons of Specialization vs. Generalization vs. Deep & Wide in Sales: Which is Right for You?

Being "deep and wide," or having a combination of specialization and generalization, can provide a number of advantages, including flexibility, versatility, marketability, and the potential for higher earnings.

December 17, 2022
Sales
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Transform Your Sales Strategy: Sell a Vision, Not Just a Product or Service

The key to successful sales is not just about promoting a product or service but selling a vision. By focusing on the bigger picture and tapping into your clients' emotional needs and desires, you can create a compelling narrative that helps your product or service stand out from the competition.

December 17, 2022
Sales
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Unlock the Power of Addressing Both Considered and Unconsidered Needs in Sales: Boost Your Results and Build Stronger Relationships with Customers

Addressing both considered and unconsidered needs is an important part of the sales process. By identifying and addressing these needs, salespeople can build stronger, more successful relationships with their clients and differentiate their offering from competitors.

December 16, 2022
Sales
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Maximizing Your Sales and Marketing Success: The Importance of Fall Planning

Fall planning is a strategy that businesses use to help them prepare for the upcoming sales and marketing seasons. This usually involves evaluating past performance, setting goals for the future, and identifying potential challenges that the business may face during these periods.

October 26, 2022
Sales
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How Professional Services Organizations Can Implement Business Development Activities

Business development activities are important for professional services organizations because they help to create new opportunities for the organization and can help to increase revenue.

October 24, 2022
Sales
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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
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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
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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
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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
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The AI Hype: Why Startups Need More Than Just Buzzwords to Secure Funding

In the last few months, I’ve had the opportunity to attend several startup events and meet a wide range of ambitious entrepreneurs. A common theme has emerged: many startups approach me seeking advice on securing funding. When I ask the fundamental question—What is the product or service you’re offering?—the response often involves the term AI.

December 12, 2024
Startups
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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
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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
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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
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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
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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
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The Art of Crafting a Minimum Viable Product: An Entrepreneur's Guide

In the world of startups and entrepreneurship, understanding and implementing the concept of a Minimum Viable Product (MVP) is vital. Whether you are a budding entrepreneur or a seasoned business veteran, the MVP approach can significantly streamline your process, saving time, effort, and money.

August 2, 2023
Startups
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Harnessing the Entrepreneurial Spirit: Choosing the Right Startup Idea

Entrepreneurship is an exciting journey, paved with opportunities, challenges, and a plethora of ideas. However, the key to a successful entrepreneurial endeavor lies in the careful selection of the right idea to pursue. As an entrepreneur, you may find yourself brimming with numerous innovative thoughts. But how do you sieve through this abundance and pinpoint the idea worth investing your time, energy, and resources? Here's a systematic approach to guide you through this crucial decision-making process.

August 2, 2023
Startups
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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
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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