The Hill Worth Dying On
A critical responsibility for leaders is removing obstacles from their team’s path. Sometimes there are obstacles, whether it’s people, processes, or tools that make everyone’s work lives more difficult than…
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Companies Need to Remember Less is More
Too many options make everything more complicated. Take your pick – brands, KPIs, products – having too many choices and options muddies the water, making it difficult for people to…
What I Learned From Walk & Talks
When I was in university, I tried a variety of different tactics to study and attempt to retain information. Sure, I could just read the textbook provided, but I never…
5 Ways Contact Centers Can Help Break Down Walls & Silos in Organizations
This article was originally published on ICMI.com in February 2019.Chris Hanna Within many organizations, barriers to both resources and information exist. Unfortunately, in contact centers, these walls not only impede…
6 Ways to Improve the Employee Experience and Boost Engagement
This article was originally published on ICMI.com in May 2019Chris Hanna Employee engagement is a hot topic in contact centers and all other industries. Leaders are struggling to motivate and…