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...