Insights

Some callers seem impossible to please. But that’s never truly the case—call center agents probably just don’t know enough about the caller to adequately assess and solve their problems. This often stems from a failure to connect on a personal level. Of course, it’s incredibly difficult...

Learn Why Good Employees Leave Their Jobs In conversations with other business leaders, a common concern out there is the fact that unemployment rates are so low that it’s easy for people to find a job anywhere. And so the question becomes, I’ve got really great...

Everyone Should Attend Leader Training I’m really big on leadership training, and I invite a lot of people to participate in leadership training, but sometimes I get a little pushback. People will say, well I’m not in a position that has direct reports. Why would I...

I’ve never seen an underperforming employee who is being led by a great leader. In his book Good to Great, Jim Collins, talks about this concept of the bus, right. And having people in the right seats on the bus. I get that. But too...

You know, I can’t tell you how many times someone has said to me, you can’t train empathy. You have to hire for it. I think that’s a myth. And I’ll tell you why it’s not about training empathy. There are companies out there today...