How To Handle Being Rejected for a Promotion
As you progress in your career, you may find yourself chasing promotion opportunities. Sometimes, you will have demonstrated that your ready for the next level and are fortunate enough to…
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Driving Performance Improvement
The article was originally published on ICMI.com in August 2019.Chris Hanna Regardless of industry or geography, most contact centers are experiencing a common challenge – striving to achieve more with…
Why Shared Objectives Are Essential
I’ve previously noted that innovation and progress in many organizations are killed by walls and silos. The inability to effectively work across a team, departments, and divisions continue to be…
Why Leaders Need to Stop Firefighting
In many organizations worldwide and especially here in North America, employee engagement is a significant problem. Employee engagement is a symptom of the employee experience. What many people don't understand…
Why You Should Manage Your Team Like a GM
In a lot of recent posts, I've talked about the importance of the team. Whether it's elements of a strong team or championship-level team performance, there are some correlations between…
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