We Can All Be Thought Leaders
This is a modified version of an article I wrote for a recent FCR internal newsletter. Having just been honored as a2015 Thought Leader by […]
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Survey: Moving From Front Line Customer Service To Leadership
For some of you in contact center and customer service leadership, your move from front line customer service to a leadership role might be more […]
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Serving Millennials Well – As Employees AND Customers
This post was originally published on the FCR blog on December 2, 2015. Click here to read the original. Since writing this, I’ve come to […]
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Manager: Don’t Require Your Staff To Do That Which You’re Not Willing To Do
I wrote a post a while ago about multitasking. In that post I mentioned a particular time when I asked our customer service representatives to […]
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Leading With Positivity
You are a leader. An amazing leader. Your team looks to you for guidance. Your team are sponges, soaking up your energy, whether it be positive […]
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5 Reasons To Say Goodbye To Negativity
I’ve discovered something about myself recently. I can be a really negative person. I mean a real “glass half empty” sort of guy. There have […]
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3 Practical Ways To Use StrengthsFinder With Your Team
I continue to be a huge fan of StrengthsFinder as a tool for self and other awareness. In fact, we have talked extensively about this […]
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Six Ways To Play And Get More Done At Work
A group of us is currently reading the book Essentialism by Greg McKeown. In the book he talks about the importance of play as a […]
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3 Leadership Insights From Do Lead By @LesMcKeown
My boss recently returned from a conference with a couple books in hand designated for moi. One of them was a nifty little book called […]
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3 Qualities That Make A Customer Service Superstar
What makes someone a SUPERSTAR of customer service? Superstars of customer service enhance the customer experience–for internal and external customers–day in and day out. They take […]
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