Leadership

Feb 13, 2018

Contact Center: Talented Managers are Force-Multipliers

Contact centers are trending toward super-agents who can engineer superior customer experiences. What kind of managers will be needed to support these agents? Modern contact centers require materially different managers with new and more important skills. Manager roles (including supervisors and team leaders) have traditionally been filled with the best individual contributors. After all, if they mastered customer service, how tough can it be to show others how to do the same? Unfortunately, that logic breaks down pretty quickly. Have you ever thought about why the best professional athletes do not automatically become the best professional coaches? Very good players who become good coaches are more the exceptions than the norm....

Contact centers are trending toward super-agents who can engineer superior customer experiences. What kind of managers will be needed to support these...

Oct 10, 2017

When Leadership Training Doesn’t Work

I recently read an online article that posited that leadership training doesn’t work. Look at great leaders like JFK and Gandhi, the...

I recently read an online article that posited that leadership training doesn’t work. Look at great leaders like JFK and Gandhi, the...

Sep 13, 2017

Creating Tomorrow’s Life Sciences Sales Leaders: 3 Strategies

How do  you create great sales leaders? I recently had a conversation with a senior sales leader of a Fortune 500 pharmaceutical...

How do  you create great sales leaders? I recently had a conversation with a senior sales leader of a Fortune 500 pharmaceutical...

Mar 17, 2016

Managers Eat Learning for Lunch

Peter Drucker famously said “Culture eats Strategy for breakfast.” Executives can sit in important planning meetings and generate as many documents as...

Peter Drucker famously said “Culture eats Strategy for breakfast.” Executives can sit in important planning meetings and generate as many documents as...

Nov 20, 2014

Leadership Programs that Work

Many of us have been in “Leadership Training” since we were very young. We learned leadership informally, through participation in sports teams,...

Many of us have been in “Leadership Training” since we were very young. We learned leadership informally, through participation in sports teams,...

May 27, 2010

How to Train an Executive: Quick, Relevant Content and Meaningful Conversations

55 and Older Execs Don’t Like Training Reni: I read an article on The Economist titled: Executive education and the over-55s: Never...

55 and Older Execs Don’t Like Training Reni: I read an article on The Economist titled: Executive education and the over-55s: Never...

Apr 26, 2010

Attributes of Effective Coaching: Coaching Appreciatively

Coaching is one of my favorite topics to research and discuss. That might surprise you since I’ve written the majority of my...

Coaching is one of my favorite topics to research and discuss. That might surprise you since I’ve written the majority of my...

Apr 1, 2010

Transformative Learning, Part 5: The Value of Reflection

Last night, I attended an ASTD Corporate SIG meeting where a panel of speakers shared their talent management and development best practices....

Last night, I attended an ASTD Corporate SIG meeting where a panel of speakers shared their talent management and development best practices....

Mar 30, 2010

The Leadership Litmus Test

“If your actions inspire others to dream more, learn more, do more, and become more, you are a leader.” – John Quincy...

“If your actions inspire others to dream more, learn more, do more, and become more, you are a leader.” – John Quincy...