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Holding space for possibility

Lead Change Blog

On one occasion, a group of us were working on a national project to improve call center productivity. Intentions that give the benefit of the doubt even when observable actions are morally or ethically questionable. Ah, how our brains love certainty. I’ve tumbled into the trap of certainty trap several times.

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3 Small Steps for a CEO, One Giant Leap for Leadership

LDRLB

If you don’t have a factory, work in the store or the call center or the warehouse or… Handle Consumer Complaints. Sometimes I had to stay late on a Friday to make five telephone calls to make my weekly quota. Now, consider this side benefit: imagine the impact this involvement had on the company’s customer service ethic.

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Top 10 US Cities to Capture Small Business Recovery Act Dollars.

Women on Business

Your federal small business loan can fund a call center and answering service , linking local talent to employers nationwide. Women Leadership and Mad Men Some revolutions are bloody, and some are flash-in-the-pan moments. Authentic Leadership I was recently at the Pa. Governor’s Conference for Women.

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There Are Two Types of Performance — but Most Organizations Only Focus on One

Harvard Business Review

In an experiment, we approached the call center of a bank’s consumer loans business. (We’ve This call center employed all the best practices of the day: A psychologist created scripts of talking points. We made a number of operational changes to the call center. Building Balanced Cultures.

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How To Spin A Huge Mistake Into Leadership Gold

Terry Starbucker

I’d always appreciated the Code of the West ( from Jim Owen’s book, “Cowboy Ethics” ) – I saw it often on posters in the offices of many of my staff in Wyoming: Live each day with courage. It was one of the worst things that could possibly happen – no phone, no internet, ANYWHERE – even at our own call centers. It’s on me”.

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3 Small Steps for a CEO, One Giant Leap for a Leader

In the CEO Afterlife

If you don’t have a factory, work in the store or the call center or the warehouse or. Sometimes I had to stay late on a Friday to make five telephone calls. Now, consider this side benefit: imagine the impact this involvement had on the company’s customer service ethic. Handle Consumer Complaints.

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