Leading with Purpose and Service: Harnessing the Power of Mindsets and Behaviours for Success

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Contact Center Rescue Series: Cherry Picking - The Danger of Avoiding Difficult Tickets

It's easy to understand why customer support agents might want to avoid difficult tickets. These tickets can be frustrating and time-consuming, and they don't always offer the most positive outcome. Cherry picking, in the context of customer support, is the act of avoiding difficult or time-consuming tickets.

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Contact Center Rescue Series: Sample IT Operational Issues - Details

It is important to understand and address common IT issues in order to improve customer satisfaction for several reasons.‍Firstly, common IT issues can cause inconvenience and frustration for customers, who may be unable to access the services or products that they need, or who may experience errors or problems when using these services or products.

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Contact Center Rescue Series: The Importance of Communication and Updating Your End-Users

It's the last thing you want to do as a service desk agent - leave your end-users in the dark. No one likes to be kept in the dark, especially when it comes to something as important as the status of their ticket.

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An Example Of A Performance Review Gone Bad

We all have had performance reviews that have gone south. So how do you deal with them?

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How Employee Experience Affects Client Experience

The employee experience can have a significant impact on the client experience. When employees are engaged, satisfied, and supported in their roles, they are more likely to provide high-quality service and support to clients. This can help to build trust and credibility and can foster long-term relationships and loyalty.

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The Real Deal on Employee Experience

Let's face it: "employee experience" has become a buzzword in the business world. But are companies genuinely invested in making their employees happy and fulfilled? In this blog, we'll explore what really matters to employees and whether organizations are truly committed to improving their experience.

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Why A Manager Must Be Able To Effectively Communicate With Employees And Other Stakeholders

As a manager, effective communication is essential for success. By being able to communicate effectively with employees and other stakeholders, managers can foster a positive and supportive work environment, can build trust and credibility, and can support the achievement of the organization's goals and objectives.

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What Is The Best Way To React To A Bad Situation

Overall, in order to react effectively to bad situations, it is important to stay calm, assess the situation, develop a plan, implement the plan, and evaluate the results. By following these steps, individuals and organizations can respond to challenges and obstacles in a thoughtful and effective manner.

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Rescue Mission: A Manager's Handbook to Turn Struggling Employees into Top Performers and Save the Day!

If an employee is struggling at their job, there are a number of steps that an organization can take to help them improve their performance. Some possible steps that an organization could take include providing additional training and support, assigning the employee to a different role or team where they may be more successful, or setting specific goals and performance targets for the employee to work towards.

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The Balance Between Hiding Flaws and Being Open

It is a balance between hiding flaws and being open because, on the one hand, it is important for individuals and organizations to present themselves in the best possible light, and to avoid exposing weaknesses or vulnerabilities that could be exploited by others. At the same time, however, it is important to be open and transparent in order to foster trust and credibility, and to avoid creating an impression of deception or dishonesty.

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When IT Suppliers Fail to Deliver: The Dark Side of SLA Manipulation

In today’s fast-paced, technology-driven world, organizations increasingly turn to IT suppliers for managed services and outsourcing. The rationale is simple: focus on what you do best—your core business—while leveraging the IT supplier’s expertise to handle the complexities of IT operations. This arrangement is intended to be a win-win. Organizations benefit from the supplier's skills, experience, and economies of scale, while IT suppliers can demonstrate their value by delivering consistent, high-quality services.

February 17, 2025
Organization & Management
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The Catalyst of Change: Why Accountability and Consequences Are Non-Negotiable

Imagine a world where promises are routinely broken, injustices go unchallenged, and progress remains a distant dream. This is the reality in the absence of accountability. True change—whether personal, organizational, or societal—cannot take root unless individuals and institutions face consequences for their actions. Accountability is the invisible thread that weaves intention into action, turning "should" into "must."

February 17, 2025
Organization & Management
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The Power of Accountability in IT Service Delivery

Imagine this: You walk into a restaurant. You order your food, but it never arrives. You call the waiter, and they say, “Oh, we forgot. But it’s fine, right?”You’re frustrated, but you decide to wait. Finally, your food arrives—but it’s the wrong dish. You tell the waiter, and they shrug. “Well, at least you got something.”Now, imagine this happening every single day in IT service delivery. Projects run late, SLAs are missed, costs spiral out of control, clients are unhappy, and—worst of all—no one is held accountable.

February 16, 2025
Organization & Management
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The "Chamcha Leader": A Mirror to Leadership's Dark Side

Leadership is often celebrated as the driving force behind progress, innovation, and societal transformation. But what happens when leadership deviates from its purpose and becomes a tool for personal advancement? The concept of the "chamcha leader," a term rooted in the idea of sycophantic and self-serving behavior, provides an unflinching critique of leadership gone awry. Derived from the Hindi word for "spoon," "chamcha" metaphorically refers to those who ingratiate themselves with the powerful, often at the expense of broader collective interests.

December 3, 2024
Organization & Management
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The Problem Isn't the Job, It's the Management

Imad Lodhi's article argues that employee dissatisfaction often stems from poor management, not the job itself. He contends that internal job changes rarely solve the problem because systemic management issues persist. Lodhi proposes solutions such as management training, feedback systems, and accountability for poor leadership to improve workplace culture and retain talent. The other articles explore related themes, such as the detrimental effects of prioritizing high-performing employees at the expense of organizational health ("Toxic Gold") and the challenges faced by insecure managers ("The Struggling Manager's Dilemma"). Finally, one piece discusses the misconception that digital transformation is solely about technology, highlighting the need for a broader operational rethink.

December 1, 2024
Organization & Management
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Toxic Gold: When the Price of Success is Too High

This excerpt from Imad Lodhi's work critiques the tendency of organizations to prioritize the short-term gains of high-performing but toxic employees—the "golden apples"—over the long-term health and well-being of the entire workforce. Lodhi argues that protecting these individuals, despite their damaging behaviors, leads to negative consequences such as decreased mental health, high employee turnover, numerous HR complaints, reduced productivity, and reputational damage. He proposes that true organizational success requires a shift in focus from merely achieving results to fostering a positive and supportive work environment, emphasizing the need to define unacceptable behaviors, measure leadership impact holistically, empower HR, celebrate ethical leadership, and demonstrate courageous leadership. The ultimate message advocates for a change in organizational culture that values ethical leadership and employee well-being over short-term gains produced at a significant cost.

November 30, 2024
Organization & Management
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The Struggling Manager’s Dilemma: Why Talking from Both Sides of Your Mouth Will Catch Up With You

Imagine you’re a new manager. You’ve finally made it. The title is yours, the responsibility is yours, but deep down, you know the truth: you don’t feel deserving of the role. You tell yourself you got lucky, that someone made a mistake.And because you feel like an imposter, you start seeking validation. Not the quiet kind that comes from doing the work and earning respect over time. No, you want the quick fix. You want everyone—your team, your customers—to like you.

November 30, 2024
Organization & Management
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Why Successful Transformation Requires More Than Just Technology

In today’s fast-paced business environment, transformation is essential for staying competitive. Many organizations embark on ambitious transformation projects, investing heavily in cutting-edge technology and streamlined processes. While these are critical components, transformation efforts often fall short due to a critical oversight: focusing on technology while neglecting the people aspect of change.

November 8, 2024
Organization & Management
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Unlocking the Key to Successful Outsourcing: Account Governance

In my 25+ years of outsourcing and managed services experience at IBM, I've encountered countless challenges across different accounts, regions, and industries. Through it all, I’ve identified one critical factor that consistently determines the success or failure of any outsourced service: effective account governance.

September 25, 2024
Organization & Management
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The Hummingbird Syndrome: A Challenge in IT Operations

In the world of IT operations, the term "Hummingbird Syndrome" aptly describes a common yet problematic approach to managing disruptions. Much like the tiny, fast-moving bird, teams suffering from this syndrome flit from one issue to another, often without a coherent strategy. This reactionary mode of operation can lead to inefficiencies, increased stress, and a lack of long-term solutions.

July 25, 2024
Organization & Management
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🌟 Leadership: It’s Not Just a Title, It’s a Presence 🌟

🌟 Leadership isn’t about a global title, it’s about a genuine presence. If you want people to follow, show up and lead like someone worth following. Not just a name tag! #Leadership #Authenticity

November 8, 2025
Leadership
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🚨 “I am a servant leader.” 🚨 “I am a leader, period.”

Calling yourself a leader doesn’t make you one. Actions do. True leaders leave people stronger, not in hospitals. Drop the ego. Lead with service. #Leadership #ServantLeadership

November 8, 2025
Leadership
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💡 Never underestimate the power of leadership, supported by teamwork.

💡 Leadership without teamwork is just talk. Teamwork without leadership is just noise. Together, they’re unstoppable. #Leadership #Teamwork

November 8, 2025
Leadership
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🚨 Leadership truth bomb

Stop focusing on what you want. Start focusing on what your team needs. Leaders don’t chase credit — they create success. 💡#Leadership #ServantLeadership #Teamwork

November 8, 2025
Leadership
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When Leadership Feels Like Caregiving

Leadership isn't always glamorous. Some days, it can feel like you're running a special education classroom—constantly guiding, patiently reinforcing, and repeatedly clarifying expectations. You're not just managing tasks; you're actively shaping the skills, mindset, and growth of your team.

March 9, 2025
Leadership
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The Leadership Illusion: Why Some People Aim Up but Miss the Mark

Have you ever worked with someone who constantly talks about their past achievements, insists they could do a better job, and only wants to engage with senior executives—despite being two or three levels below?

March 5, 2025
Leadership
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Leading vs. Pushing in the Corporate World

In the corporate world, leadership styles can significantly impact employee motivation, productivity, and overall job satisfaction. Two distinct approaches to leadership are leading and pushing. While leading inspires and empowers employees, pushing can lead to burnout and dissatisfaction.

August 7, 2024
Leadership
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Equal Treatment vs. Tailored Treatment in Leadership: A Balanced Approach

As parents, we often start with the idea of treating all our children equally, believing that fairness lies in uniformity. However, experience soon teaches us that each child is unique, with different needs, strengths, and personalities. Some children thrive with independence, while others require more support and guidance. This realization leads to the adoption of a more tailored approach, where we adjust our parenting style to suit each child’s individual needs.

July 27, 2024
Leadership
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The Evolution of Leadership: A Shift from Merit to Privilege?

I remember a time when leaders were forged in the fire of experience, when they worked their way up the ranks, earning their stripes and gaining a deep understanding of the business, the industry, and most importantly, the people. They were leaders who commanded respect, not just because of their title, but because of their character, their competence, and their commitment to excellence.

July 3, 2024
Leadership
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The Risks of Inexperienced Leadership in Outsourcing: A Recipe for Disaster?

When it comes to outsourcing, experience matters. I've seen it time and time again - inexperienced leaders trying to navigate complex client relationships and ending up in a mess. They fail to read the client's needs, they overpromise and underdeliver, and they compromise their own team's morale and credibility in the process.

July 2, 2024
Leadership
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💡 The Hard Truth About Your “Supportive” Manager

💡 Your “supportive” manager? It was business, not friendship. ✅ Raise? Budget. 🏆 Promotion? Proof of “top talent.” 📋 Advice? HR checklist. 🤝 Support? Job requirement. 📉 Ghosted after you leave? Don’t be surprised. 🎯 Truth: Don’t confuse professional obligation with personal loyalty. #CareerReality #LeadershipTruths #CorporateLife #KnowTheGame

November 8, 2025
Employee Experience
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The Dark Side of Low Attrition: What Organizations Don't Want to Talk About

Have you ever been in a corporate town hall where leadership proudly announces, "Our attrition rate is just 5%!" followed by enthusiastic applause? I have, many times. And each time, I can't help but wonder about the stories hidden behind that seemingly impressive number.Here's the uncomfortable truth: Sometimes, a low attrition rate isn't the victory we think it is. Sometimes, it's a warning sign.

January 10, 2025
Employee Experience
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Understanding Workplace Retaliation: Recognizing, Preventing, and Responding to a Silent Crisis

In today’s corporate landscape, fostering a culture of transparency and accountability is paramount. Yet, workplace retaliation remains a silent issue that can significantly impact employee morale, organizational reputation, and legal standing. Retaliation occurs when an employer or supervisor takes adverse action against an employee for engaging in a legally protected activity, such as filing a complaint about discrimination, harassment, safety concerns, or other unethical behavior. Understanding what constitutes retaliation, recognizing its impact, and implementing strategies to prevent it are critical for every organization committed to maintaining a fair and inclusive workplace.

October 27, 2024
Employee Experience
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Why Putting Your Head Down and Doing the Work Isn’t Enough for Career Success

Many people believe that if they simply work hard and deliver results, recognition will naturally follow. However, in reality, that’s often not the case. In a recent mentoring conversation, we discussed how one person’s dedication and behind-the-scenes work went unnoticed while a colleague took the credit. This experience sheds light on the need for a strategic balance between hard work and self-promotion.

October 14, 2024
Employee Experience
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Bridging the Divide: How Inclusive Workplaces Help Us All Thrive

In my mentoring sessions with immigrants from around the world, I often hear the same story, told with different details. A talented individual joins a new workplace, eager to contribute, only to feel left out of the loop. One mentee recently told me, “I’m doing the work, but it feels like my colleagues are always one step ahead. They’re included in meetings I’m left out of, and they seem to have a connection with management that I just don’t.” His concern? That being “local” gives his colleagues an edge.

October 12, 2024
Employee Experience
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When Employees Start to Feel Blah: Uncovering the Roots of Monotony and Unlocking Growth

Have you ever felt like you're just going through the motions at work, lacking excitement or purpose? You're not alone. Many employees experience this feeling of monotony, leading to stagnation and disengagement. But what causes this "blah" feeling, and how can we overcome it?

August 31, 2024
Employee Experience
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The Paradox of Disconnection in IT Operations

As I reflect on my journey, speaking to numerous organizations about the transformative power of employee engagement, enablement, and empowerment, a striking paradox emerges. In the midst of escalating service disruptions, prolonged downtimes, and deteriorating employee and customer experiences, organizations instinctively turn to high-priced consultancies and technological overhauls. Yet, the primary culprit behind this instability lies not in the technology, but in a disconnected workforce.

August 31, 2024
Employee Experience
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The Blame Game: Unpacking Nepotism in the Workplace

Nepotism, or favoritism based on personal relationships, is a pervasive issue in many industries. It raises important questions about fairness, accountability, and competence. When individuals secure jobs through connections rather than qualifications, it can lead to ineffective performance and undermine organizational trust.

August 30, 2024
Employee Experience
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Employee Engagement Surveys: Navigating the Challenges

Employee engagement surveys serve as a vital compass for organizations, offering insights into the hearts and minds of their workforce. These surveys are designed with a noble intention: to collect unfiltered, honest feedback for the betterment of the workplace. However, beneath this noble goal lies a complex web of challenges influenced by psychology, sociology, and the corporate environment. Let's delve deeper into this intricate landscape.

October 12, 2023
Employee Experience
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Workplace Dignity: A Cry for Change

The lesson here is a resounding call to action for managers and organizations to step beyond the veil of ignorance, and earnestly address the unseen struggles faced by the workforce. By fostering a culture of empathy, advocacy, and empowerment, leaders have the potential to transform exploitative work environments into havens of respect, safety, and dignity. This narrative urges a departure from mere spectatorship to becoming active catalysts of change, ensuring that the dignity of every worker isn't overshadowed by the duties they perform. The ripple effect of such conscious actions can significantly enhance the well-being and productivity of the workforce, paving the way for ethical and humane work environments.

October 4, 2023
Employee Experience
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The Need for Speed: Quick Incident Responses in a Digital-First World

In today’s fast-paced, always-on business environment, time is everything. Whether it's a sudden system outage, a service disruption, or a security incident, the speed at which a company can respond often determines the difference between minor inconvenience and major catastrophe. As businesses become increasingly reliant on digital processes, Chief Information Officers (CIOs) are under immense pressure to ensure that services remain available and resilient in the face of unexpected challenges.

October 5, 2024
Client Experience
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What Causes IT Instability and How to Build a Strong, Resilient Environment

In every organization, a stable IT environment is the backbone of successful operations, enabling seamless service delivery, happy customers, and the implementation of cutting-edge innovations. However, achieving and maintaining stability is a complex challenge that goes far beyond simply keeping systems online. It involves navigating a network of interdependent teams, each of which can impact the overall performance of the IT ecosystem.

October 5, 2024
Client Experience
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Customer Satisfaction in the Digital Age: The CIO’s Secret Weapon for Business Success

In today’s hyper-competitive market, customer satisfaction is more than just a nice-to-have; it’s the cornerstone of business success. Customers now hold the power, with high expectations for personalized, seamless, and responsive experiences across every touchpoint. For Chief Information Officers (CIOs), the stakes are high. The mandate goes beyond keeping the systems running—it’s about leveraging technology to elevate the customer experience (CX) and surpass customer expectations. In this blog, we’ll explore how CIOs are harnessing technology like data analytics and AI to transform customer satisfaction from a reactive afterthought into a strategic priority.

October 1, 2024
Client Experience
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From Belt to Partnership: Rethinking Relationships and Conflict Resolution

In many Indian households, the belt was once a feared tool for discipline. Fathers would use it to punish their children, often without explanation or discussion. This approach was meant to instill obedience, but it frequently led to resentment and fear.Similarly, in business relationships, contracts are often wielded like a belt, used to "beat" suppliers into submission. Customers may use contractual obligations to enforce their demands, without regard for the supplier's perspective or well-being.

August 9, 2024
Client Experience
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Don't Get Stuck with Team B: 5 Strategies to Avoid the Bait and Switch in Consulting Firms and BPOs

In this topic, we will discuss the concept of "Team A" and "Team B" in the context of consulting firms and BPOs. Often during the sales and engagement cycle, these companies pitch the best and brightest resources (Team A) to potential clients, but end up staffing with less experienced and cheaper resources (Team B) due to cost pressures. This leads to a gap between what was promised and what is delivered, resulting in unsatisfied clients. In this discussion, we will explore how organizations can avoid this situation and ensure they deliver on their promises.

March 26, 2023
Client Experience
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Navigating Difficult Times: The Importance of Addressing Clients' Implicit and Explicit Needs

During challenging times, businesses may be focused on cost-cutting measures and may not be considering the full range of needs that they have, both explicit and implicit. This narrow focus on cost-cutting can lead to missed opportunities for growth and improvement, as well as a lack of support for the overall well-being and satisfaction of the clients.

December 31, 2022
Client Experience
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The Voice Of The Customer Is An Important Concept For Businesses To Understand And Utilize

The voice of the customer refers to the wants, needs, and expectations of a company's customers. It is the collective representation of their desires and perceptions, and it is used by businesses to guide their decisions and improve their products or services.

December 15, 2022
Client Experience
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The Difference In Between Offering Great Services To Your Client And Being Able To Deliver Those Services

When it comes to customer service, there is a big difference between offering great services and being able to deliver those services. Many companies offer excellent customer service on paper, but when it comes time to actually deliver on those promises, they fall short. This can be due to a lack of resources, a lack of manpower, or simply a lack of knowledge on the part of the employees.

October 26, 2022
Client Experience
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How Do You Become A Trusted Advisor To Your Client And Differentiate Yourself From Your Competition?

The best way to become a trusted advisor and differentiate yourself from your competition is to provide value-added services that go beyond what is expected.

October 25, 2022
Client Experience
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How To Build Credibility With A Client

Building credibility with a client is key to a successful business relationship. There are a few things you can do to make sure your client trusts you and believes in what you are saying.

October 25, 2022
Client Experience
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Tiny Wins > Big Mood: The Truth About Momentum

Stop waiting for motivation—it's the result of action, not the cause. Small wins build self-trust, and self-trust creates momentum. Start ridiculously small today: one message, one walk, one sentence. Big change is just tiny consistency multiplied by time.

November 12, 2025
Mindset & Behaviours
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Reframe or Relive: The Power of Rewriting Your Past

Every time you replay a painful memory, you're doing a mental rep—either strengthening the pain or strengthening the lesson. Reframing doesn't deny what happened; it transforms the meaning by extracting wisdom from difficult experiences. You can't edit the past, but you can rewrite what it means and lead better because of it.

November 12, 2025
Mindset & Behaviours
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Be the Algorithm, Not the Scroll

Stop endlessly scrolling for inspiration and start creating it. Just like social media algorithms reward consistent engagement, life rewards those who show up and add value. Don't chase attention — attract it by contributing ideas, building connections, and serving your audience consistently.

November 9, 2025
Mindset & Behaviours
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Be the Algorithm, Not the Scroll

We waste time scrolling for inspiration instead of creating it ourselves. Both algorithms and life reward action—every comment, connection, and idea you share builds momentum in your favor. Stop waiting for opportunities to appear in your feed. Start serving value consistently, and you'll attract the attention and opportunities you're looking for. Be the creator, not the consumer.

November 8, 2025
Mindset & Behaviours
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Tiny Wins > Big Mood ✅

Big goals are achieved through small, consistent wins — not giant leaps. Skip the overwhelm and focus on one tiny action before noon: send an email, take a walk, make a call. Momentum comes from movement, not motivation. Start small, win early, and repeat daily.

November 8, 2025
Mindset & Behaviours
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Reframe or Relive 🧠

The past is unchangeable, but its meaning is entirely within your control. Every difficulty contains a lesson that emerges when you shift from replaying pain to reframing the narrative. Since we control our interpretations rather than events themselves, peace comes from choosing perspective over rumination. The key is to reframe, not relive.

November 8, 2025
Mindset & Behaviours
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Discomfort Is a Sign You're Leveling Up

Discomfort signals growth, not failure. We often confuse the unease of expansion with danger, but that awkward, uncertain feeling means you're stretching beyond your current limits. Comfort zones stay static — only people grow. When you feel uncomfortable, you're not regressing; you're breaking through to your next level.

November 8, 2025
Mindset & Behaviours
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The Myth of Being "Too Late" ⏰

Stop believing you've missed your chance. Growth has no deadline, and progress rewards consistency, not perfect timing. Your journey is unique — don't compare it to others. Start now with what you have. You're not behind; you're exactly where you need to be to begin your next chapter.

November 8, 2025
Mindset & Behaviours
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The "Someday" Trap ⏳

"Someday" is a myth that keeps us stuck. We postpone our goals waiting for perfect conditions that never arrive. The key insight: taking action creates clarity, not vice versa. Begin imperfectly rather than waiting indefinitely, because momentum beats perfection every time. The message is simple: stop waiting and start today.

November 8, 2025
Mindset & Behaviours
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When "Busy" Becomes a Badge of Honor 🏅

Being busy isn't the same as being productive. When your calendar is full but your purpose feels empty, you're confusing motion with progress. True productivity means focusing on what matters, not just doing more. Choose clarity and direction over chaos and busyness — meaningful work always beats meaningless activity.

November 8, 2025
Mindset & Behaviours
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🍽️ Be the Waiter, Not the Cook

🍽️ In account mgmt, be the waiter, not the cook. Capture client issues, clarify impact & expectations, pass to ops. If no agreement, escalate. No need to argue. Stress less. Serve better. #Leadership #Mindset

November 8, 2025
Service Delivery
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Effective Major Incident Communication: A Practical Checklist for IT Service Delivery Teams

In the high-pressure world of IT service delivery, major incidents are inevitable. What sets successful organizations apart is not just how quickly they resolve the incident—but how effectively they communicate throughout the process.

March 23, 2025
Service Delivery
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Are You Hiding Behind Your Contract?

I recently had an insightful exchange about the dangers of leaning too heavily on contractual theory when addressing client issues. Yes, contracts are vital—they outline expectations and boundaries. But solely repeating “check the contract” or “the contract is clear” can block creativity, innovation, and, ultimately, client satisfaction.

March 10, 2025
Service Delivery
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Why Writing Down a Problem Solves 50% of It (And How to Do It Right)

We’ve all been there: staring at a problem that feels like a tangled knot. You brainstorm, overthink, and loop in circles. But what if I told you the solution starts before you even act?Enter Kidlin’s Law: “If you write the problem down clearly, the matter is half solved.”

March 5, 2025
Service Delivery
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Accountability in IT Service Delivery: The Backbone of Trust and Transformation

In the fast-paced world of IT service delivery, missed deadlines, security breaches, and system outages are more than inconveniences—they erode client trust and stall innovation. Yet, in many organizations, accountability remains an afterthought, buried under vague roles, siloed teams, or a culture of blame-shifting. For IT services to drive meaningful change—whether in operational efficiency, cybersecurity, or customer satisfaction—accountability must be engineered into every process, contract, and team dynamic. Without consequences for failures or incentives for excellence, even the most advanced technologies fall short of their potential.

March 5, 2025
Service Delivery
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When Did Brands Become Just Badges?

In the business world, we often equate big brands with guaranteed value. But is that really the case anymore?Whether it’s outsourcing deals or technology investments, organizations chase logos, expecting innovation and excellence. They sign multimillion-dollar contracts, believing a trusted name ensures quality. But too often, they end up with cookie-cutter solutions delivered by skeleton crews—all in the name of hitting profit targets.

February 27, 2025
Service Delivery
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How IT Operational Analytics (ITOA) Can Help Outsourcing Vendors Reduce Incident Volumes

In today’s fast-paced IT environments, outsourcing vendors face the constant challenge of balancing service excellence with the need to reduce incidents. IT Operational Analytics (ITOA) provides a strategic advantage, offering insights that empower vendors to proactively prevent issues and improve system performance. Below, we’ll explore how ITOA can be leveraged to transform incident management and reduce incident volumes through data-driven strategies.

November 1, 2024
Service Delivery
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First Call Resolution (FCR) in IT Outsourcing: Realities, Risks, and the Role of Operational Analytics

In IT outsourcing, First Call Resolution (FCR) is a primary measure of service success. The higher the FCR, the fewer repeat calls and escalations—key indicators of customer satisfaction. However, the intense focus on meeting FCR targets often tempts vendors to manipulate metrics rather than improve service quality. Understanding these tactics and using operational analytics to detect manipulation can help businesses ensure true value from their outsourcing partnerships.

October 31, 2024
Service Delivery
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Incident Resolution SLA Compliance in IT Outsourcing: The Realities, Risks, and the Role of Oversight

In today’s digital-driven world, many businesses rely on outsourcing vendors to manage essential IT functions, including incident resolution. These vendors are tasked with meeting Service Level Agreements (SLAs) that guarantee timely resolutions for critical incidents. However, while SLAs serve as benchmarks, outsourcing vendors can sometimes find ways to "game the system," meeting SLA metrics on paper without genuinely resolving issues or providing the quality of service clients expect. This practice introduces risks, undermines customer trust, and highlights the need for clients to maintain oversight mechanisms. Let's explore the realities and risks of incident resolution SLAs in IT outsourcing and the steps businesses can take to mitigate these risks.

October 30, 2024
Service Delivery
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How Outsourcing Vendors Manipulate Incident Response Time Metrics

Incident response time is a core metric in IT outsourcing, intended to measure how quickly support teams begin addressing an issue after it’s reported. However, some outsourcing vendors manipulate this metric to appear more responsive on paper than they truly are. This deceptive practice creates a false sense of reliability and may prevent clients from identifying true service gaps, ultimately compromising end-user satisfaction.

October 29, 2024
Service Delivery
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The Rise of Intelligent Automation in IT: Implications for the Future of Work

Automation has been a part of human existence for centuries. Early automatons were powered by water or steam and were used to perform simple tasks such as pouring wine or grinding grain. Fast forward to the 21st century and we now have intelligent automation which can be used in a variety of ways to improve our lives.

October 16, 2022
Technology & Tools
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Service Transformation: How to Adapt and Thrive in the Digital Economy

There has been a lot of discussion in recent years about the need for service transformation. Many organizations have recognized that their current service delivery models are no longer effective, and they need to find new ways to meet the needs of their customers.

October 15, 2022
Technology & Tools
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Revolutionizing Your Application Landscape: The Benefits of Rationalization, Simplification, and Modernization

Application rationalization, application simplification and application modernization are all terms used to describe the process of improving the efficiency and effectiveness of an organization's applications. Application simplification and application modernization are subsets of application rationalization.

October 12, 2022
Technology & Tools
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Revolutionize Your Digital Experience with Digital Experience Management (DEM)

Digital experience management (DXM) is the process of designing, delivering, measuring and optimizing digital experiences. It involves understanding how users interact with your digital products and services, and then using that information to improve their experience.

October 12, 2022
Technology & Tools
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Effort vs Results: Why Both Matter, But Only One Wins

Effort and results are two important factors that play a crucial role in determining success. Effort refers to the amount of work, energy, and time one puts in to achieve a goal or complete a task, while results refer to the outcome or output that is achieved as a result of that effort. While both effort and results are important, there has been a recent focus on the importance of effort, often at the expense of results. However, ultimately it is the results that matter.

February 20, 2023
Learning & Development
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Mistakes Happen, But Gossip Doesn't: How to Share Lessons Learned Without Hurting Others

When someone makes a mistake, it's crucial to communicate with them to address the issue. However, it's equally important to avoid gossiping or sharing the mistake with others. Instead, we should focus on sharing the lessons learned with others to prevent similar mistakes from happening in the future.

February 16, 2023
Learning & Development
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Boost Your Visibility at Work: The Power of Performance Currency

If you want to gain visibility in the workplace, there is one key currency that you must pay attention to: performance. Performance currency is the measure of your ability to achieve results and deliver value to your team or organization. Without it, you may be overlooked for promotions, bonuses, or even job security.

February 15, 2023
Learning & Development
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One Trick Pony or a Carousel: Understanding the Pros and Cons of Specialization in the Workplace

The term "one trick pony" is often used in a negative or derogatory way to describe a person or thing that is limited in their abilities or skills. This can be a liability in today's job market, where companies are increasingly prioritizing adaptability and versatility in their employees. The solution to this problem is to actively work on developing new skills and expanding your knowledge base, so that you can become a "carousel" of skills and abilities, increasing your value and marketability in the job market.

January 29, 2023
Learning & Development
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Embracing Constructive Feedback for Personal and Professional Growth: Leveraging The Power Of Diverse Perspectives To Improve Your Management And Leadership Skills

Embracing constructive feedback is crucial for personal and professional growth. It allows for new ideas and perspectives that can help improve work and achieve objectives. However, many individuals struggle with accepting criticism and feedback in a public setting, leading to fear of failure and rejection, limited ability to improve and adapt to new challenges, stagnation in career growth and lack of diversity in thought and decision making within teams. The solution is to develop strategies for managing emotions and reactions to feedback, seek out feedback from a diverse group of individuals, actively work to incorporate their perspectives into work, continuously seek out new challenges and opportunities for growth, and foster a culture of open communication and diversity of thought within teams.

January 20, 2023
Learning & Development
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Holding Space for the Younger Generation: A Guide to Empowering the Next Generation of Leaders

Holding space for the younger generation is essential for managers and leaders. It requires a deep understanding of their unique needs and perspectives and involves actively listening, being open to new ideas, and creating a culture of empathy, respect, and understanding. By addressing challenges and providing resources, support and mentorship, managers can empower the next generation of leaders and create a space where they feel seen, heard, and valued.

January 18, 2023
Learning & Development
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The Importance of Job Titles: Why Job Titles Matter and How to Leverage Them for Success

As a management and leadership expert, I often see the impact that job titles can have on an individual's career and opportunities. In many cultures, including North America, job titles can hold significant weight and can be used to determine who is invited to certain events or meetings. But how do you ensure that you're being recognized for your expertise and experience, regardless of your job title?

January 18, 2023
Learning & Development
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The Art Of Listening: Why It's Important To Truly Hear Others Out Before Responding

Good communication is crucial to the success of any relationship, be it personal or professional. One important aspect of effective communication is the art of listening, which involves truly hearing others out before responding. In this blog, we will explore the importance of active listening and how it can improve our relationships and communication skills.

January 4, 2023
Learning & Development
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The Fine Art of Speaking Up: When to Share Your Thoughts and When to Hold Them

In any social or professional setting, it can be difficult to know when it is appropriate to speak up and share your thoughts, and when it is better to stay quiet and let others have the floor. In this article, we will explore the nuances of this delicate balance, and offer some practical tips for deciding when to speak up and when to stay quiet.

January 4, 2023
Learning & Development
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The dangers of gossip: how spreading rumours and speaking ill of others can damage our reputation and relationships

Gossip can seem innocent, but it can actually have serious consequences for both the person being spoken about and the person engaging in the gossip. In this article, we will explore the dangers of gossip and how it can damage our reputation and relationships. We will also provide tips on how to avoid engaging in gossip and instead choose to speak kindly of others.

January 4, 2023
Learning & Development
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💬 Why I Started CustodyMate

CustodyMate was born from my own four-year divorce — a period of chaos that I turned into structure. What began as spreadsheets to manage custody, finances, and emotions evolved into a platform designed to help others navigate separation with clarity, calm, and control.

November 12, 2025
Divorce
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CustodyMate: From Chaos To System

Custody Mate isn't about making divorce easier. It's about giving men a system when they're in the worst moment of their lives. It's about breaking the silence around something that affects 35-45% of marriages. It's about showing that you can come through this intact—not by toughing it out alone, but by bringing structure to chaos. I came out okay. My kids came out okay. My ex-wife came out okay. That's what's possible when you stop navigating blind and start navigating with a system.

November 12, 2025
Divorce
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💔 When Love Ends, the Bills Don’t: Understanding Benefits and Protecting Yourself After Divorce in Ontario

Divorce doesn’t just end a marriage; it redefines what stability looks like. And for fathers, that means learning how to navigate a system that wasn’t always built with them in mind. So if you’re standing where Mark once stood — tired, frustrated, and overwhelmed — know this: you’re not powerless. Educate yourself. Keep records. Seek good counsel. Advocate for your share — not out of pride, but out of responsibility to your children. Because after love fades and the paperwork piles up, what really matters is this — being the kind of father your kids can still count on.

November 12, 2025
Divorce
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What Happens to Your Child's RESP When You Divorce?

Your child's RESP doesn't have to become another casualty of divorce. With a little planning and a solid agreement, you can make sure those education savings do exactly what they were meant to do — give your kid a great start in life.

November 12, 2025
Divorce
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Co-Parenting Boundaries and Respect - Building a Foundation of Peace for Your Children

Respect isn't about agreeing—it's about creating a foundation where your child feels safe, loved, and free from conflict. Your children are watching how you navigate this challenge, learning lessons about conflict resolution, emotional regulation, and what it means to put someone else's needs first.

November 12, 2025
Divorce
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Parenting Time and Peace: A Father's Guide to What Matters Most

When separation happens, parenting time often feels like a battle—but under Ontario law, fathers have equal standing in their children's lives. This guide explains your rights, what courts actually look for, and how documenting your involvement can protect the relationship that matters most. Peace comes from approaching parenting time with clarity, consistency, and the right tools to stay organized through the chaos.

November 12, 2025
Divorce
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Don't Let "Temporary" Become Permanent: What Ontario Dads Need to Know About Custody Schedules

Many Ontario dads agree to "temporary" parenting schedules just to keep the peace after separation—but what feels temporary often becomes permanent in court. Judges focus on established patterns when making custody decisions, so the schedule you accept in those first weeks can define your relationship with your kids for years. Act early, get it in writing, and make sure your parenting time reflects the father you actually are.

November 9, 2025
Divorce
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Another man. Don’t beg. Don’t argue. Don’t try to win her back.

On Moving Forward After Being Replaced When someone chooses to leave you for another person, no amount of pleading or explaining will change their mind. The decision was made before they told you. Chasing someone who walked away doesn't demonstrate love—it diminishes your self-worth. The most powerful response is silence: not as a manipulation tactic, but as an act of self-respect. Protect your peace. Remember your value. Move forward with dignity. If they return later, remember: they made their choice when it mattered most.

November 8, 2025
Divorce
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Navigating Separation in Ontario: A Comprehensive Guide for Fathers

Separation in Ontario means navigating complex legal and financial systems while staying strong for your kids. Under Ontario's Family Law Act, married spouses split accumulated assets through "equalization," with the matrimonial home receiving special treatment that can significantly impact outcomes.

November 8, 2025
Divorce
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Navigating Separation: Your Foundation for Moving Forward

A guide for Ontario men facing separation, explaining key differences between married and common-law property rights, emphasizing the importance of documentation, and positioning the transition as an opportunity to rebuild with professional support from CustodyMate.

November 8, 2025
Divorce
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Improving Customer Service in the Digital Age: The Importance of Real-Time Data and Multi-Channel Communications

In this digital age, customers expect seamless, personalized communication across multiple channels. In order to provide effective customer service, it is crucial that organizations are able to deliver relevant customer data to agents in real time, while also routing interactions to the appropriate agent resource. This blog will outline the challenges and solutions for improving customer service through the use of real-time data and multi-channel communication in the contact center.

January 2, 2023
Contact Center
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The Essential Guide to Converting Service Level Objectives to Service Level Agreements: Don't Make These Common Mistakes

When clients ask you to convert your service level objectives (SLOs) to service level agreements (SLAs), it's important to carefully consider the process. After all, SLAs are legally binding documents that outline the level of service you'll provide and the consequences if you fail to meet those standards. If you're not careful, you could end up setting unrealistic expectations or leaving yourself open to disputes and costly legal battles.

January 1, 2023
Contact Center
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Navigating the Storm of Sudden Call Spikes: Tips and Tricks for Smooth Sailing in the Contact Center

Call spikes can be a major issue for contact centers, leading to longer wait times, frustrated customers, and overwhelmed agents. The impact of call spikes can be significant, as they can lead to decreased satisfaction and lost business. In addition, call spikes can lead to increased hold times and decreased productivity, resulting in lower quality of service.

January 1, 2023
Contact Center
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Navigating the Risks of Global Delivery: Insights and Strategies for Success

Global Delivery can present significant risks and challenges, such as a decline in the quality of the labour force and a lack of focus on ethics and client success. These risks can significantly impact your business, such as reduced quality of service and dissatisfied clients. It is crucial to address these issues in order to achieve success in the Global Delivery model.

December 28, 2022
Contact Center
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Unleashing the Power of Cross-Functional Collaboration in the Contact Center

In the contact center, there may be a lack of cross-functional collaboration, leading to a variety of issues.These issues may include inefficiencies, misunderstandings, and potential conflicts between departments or teams. Without proper collaboration, the contact center may struggle to meet customer needs and achieve its goals.

December 27, 2022
Contact Center
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Revolutionize Your Customer Communication with Social Media Integration

Many organizations struggle with effectively managing and utilizing social media channels as a means of customer communication. This can lead to frustrated customers, missed opportunities for engagement, and a negative impact on the organization's reputation.

December 27, 2022
Contact Center
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Transform Your Contact Center with Customer Experience Management: 5 Surprising Benefits

Many companies struggle to provide a consistently positive customer experience in their contact centers. This can lead to customer dissatisfaction and a loss of business.A lack of effective customer experience management can lead to a variety of issues, including high levels of customer churn, low customer satisfaction scores, and negative online reviews. It can also result in increased costs for the company due to the need to constantly address and resolve customer complaints.

December 27, 2022
Contact Center
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Maximizing Customer Satisfaction with a Multichannel Strategy: 5 Surprising Benefits

When Contact Centers don't fully utilize all available communication channels to interact with customers, it may lead to a lack of convenience and flexibility for customers, resulting in reduced satisfaction and loyalty.Contact Centers may also be missing out on potential sales or support opportunities due to a lack of availability on certain channels. In addition, the Contact Center may be struggling to efficiently manage and prioritize customer interactions across different channels.

December 27, 2022
Contact Center
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Supporting the Mental Health of Contact Center Agents: A Comprehensive Guide

Contact center agents are facing mental health issues due to their job's high demand and stress. These mental health issues can lead to burnout, absenteeism, and decreased productivity, which can have serious consequences for the company and the individuals affected.

December 26, 2022
Contact Center
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Maximizing Efficiency: Using the Contacts per Agent Metric in the Contact Center

Contacts per agent is a metric that measures the workload of a contact center agent, specifically the number of interactions they handle within a given time period. This metric is often used to gauge the efficiency of a contact center and can be helpful in identifying areas for improvement.

December 22, 2022
Contact Center
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If you build it, they will may come.

If you build it, they will may come. Don’t build for hype. Find a real problem. Solve it. That’s the only path to value. #BuildWhatMatters #ProblemSolving #StartupLife

November 8, 2025
Sales
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🎯 Sales Tip of the Day

If you don’t understand what you’re selling, you’re not closing deals—you’re just auditioning for World’s Best Talker. 💬 Know it. Solve it. Sell it. #SalesWisdom #RealTalk

November 8, 2025
Sales
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💊 Would you trust a doctor who prescribes medicine without asking what’s wrong?

💊 Doctor walks in. Doesn’t ask a single question. Just says:“ This miracle cure will change your life!”…Ridiculous, right? That’s how too many sales reps pitch AI today. 📌 Stop pushing the tech. 📌 Start asking about the problem. When you listen first, you don’t just sell—you solve. And that’s what makes you a partner, not a pusher.✨ Problem first. Solution second. Always. #SalesTips #AI #GenAI #BusinessGrowth #ProblemSolving #ConsultativeSelling

November 8, 2025
Sales
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Sell feelings, not features.

People don’t buy products — they buy feelings. Sell the outcome, not the offer. Make them feel good, and they’ll buy again. 💡#Sales #Leadership #CustomerExperience

November 8, 2025
Sales
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Navigating IT Leaders' Buying Behaviors: A Guide for Suppliers

Understanding the purchasing behaviors of IT leaders—CIOs, CTOs, and other decision-makers—is essential for suppliers aiming to position their solutions effectively. These leaders operate under unique pressures and priorities that shape their decision-making. Let’s delve into these behaviors and how suppliers can align their strategies accordingly.

December 10, 2024
Sales
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Mastering Your Sales Strategy: From Reflection to Revenue Growth, The Art of Falling Planning

In the dynamic world of sales, fall planning is more than just a year-end review—it's the strategic compass that can guide your business through the uncertainties and opportunities of the upcoming year. As we approach the new year, it's essential to not only assess this year's performance but also to forecast and strategize for future success.

December 9, 2024
Sales
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From Hype to Help: How Sales Should Start with the Problem, Not the Solution

Imagine you’re at a doctor’s office. You sit down, expecting to describe your symptoms. But instead, the doctor doesn’t ask you a single question. They just walk in and say, “You know what’s amazing? This new miracle cure! It’s going to change your life.”Sounds ridiculous, right? And yet, this is exactly how many sales reps approach their craft today—like a solution looking for a problem.

December 5, 2024
Sales
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Strengthening Your Go-To-Market Strategy with Product Understanding and Sales Enablement Tools

A successful GTM strategy requires not only knowing your target market and value proposition but also having a comprehensive understanding of your portfolio and the tools to communicate its value effectively. Here are the key elements to consider:

October 16, 2024
Sales
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Crafting an Effective Go-To-Market Strategy for Any Sector

Creating a successful GTM strategy requires a structured approach that can be adapted to any industry. This framework can guide you in developing a versatile GTM strategy that addresses market needs, defines a strong value proposition, and drives growth.

October 16, 2024
Sales
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Sales is Simple: It's About Understanding and Addressing Needs

Sales is often considered a complex skill, full of nuanced tactics and strategies. But at its core, sales is really quite simple. It's about one thing: addressing your clients’ needs. However, to truly be effective, you need to go beyond the surface of what the client already knows and explore both their considered and unconsidered needs. The key to unlocking this understanding is through consultative selling techniques that allow you to peel back the onion and get to the heart of what the client really needs.

September 12, 2024
Sales
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Why Surface-Level Advice is Harmful: From Cheerleaders to Coaches: The Importance of Genuine, Actionable Support in Personal Growth and Development

LinkedIn is a powerful platform for personal growth and development, but it's not without its problems. One of the biggest issues is the prevalence of trite, surface-level advice that lacks real substance and value. While these posts may receive thousands of likes and impressions, they do little to truly support personal growth and development. As a management and leadership expert, I'm here to offer a solution. By understanding the importance of both cheerleaders and coaches in personal growth and development, and recognizing the value in providing detailed, actionable plans and strategies, you can rise above the surface-level advice and make a real impact as a leader.

January 18, 2023
Coaching
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Mastering the Art of Coaching: The Essential Principles for Success

Coaching is a process of guiding and supporting an individual or team to achieve specific goals and improve their skills and knowledge. Coaching typically involves providing feedback, setting goals, and offering guidance and support to help individuals or teams reach their full potential.

December 16, 2022
Coaching
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Elevating Your Leadership Skills: A Guide to Coaching Your Team to Success

As a senior manager, it's important that you're able to coach people for growth. After all, helping others reach their potential is one of the key ways to create a thriving organization. But what exactly does coaching for growth entail? Here are some tips to get you started.

December 16, 2022
Coaching
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Unlock Your Team's Full Potential: A Quick Guide to Coaching for Growth

As a manager or leader, it is your responsibility to help your team members develop and grow in their roles. Coaching is a powerful tool that can help your team members improve their skills, increase their confidence, and achieve their goals.

December 16, 2022
Coaching
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The AI Hype: Why Startups Need More Than Just Buzzwords to Secure Funding

In the last few months, I’ve had the opportunity to attend several startup events and meet a wide range of ambitious entrepreneurs. A common theme has emerged: many startups approach me seeking advice on securing funding. When I ask the fundamental question—What is the product or service you’re offering?—the response often involves the term AI.

December 12, 2024
Startups
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Navigating the Meme Landscape: From Insights to Business Objectives

In the ever-evolving realm of social media, the proliferation of management and leadership memes can indeed raise questions about their underlying objectives. Let's embark on a journey to decipher the layers and intentions behind these humorous snippets of wisdom.

October 25, 2023
Startups
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Startups vs. Large Service Providers: The Battle for Customer Satisfaction

In the world of business, startups and large service providers often find themselves competing for customers. While startups are known for their agility and customer-centric approach, large service providers have the advantage of resources and established networks. This article aims to explore the contrasting characteristics of startups and large service providers when it comes to customer satisfaction and outcomes.

August 11, 2023
Startups
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The Art of Translation: Bridging the Gap Between Techies and Business Leaders

In every organization, there's a dance of words that happens daily. The technical experts, with their jargon-filled language, face off against the business leaders, who often speak in broad, strategic terms. It's like they're reading from entirely different scripts, each thinking they're the lead in a solo performance, unaware that they're part of a duet.

August 10, 2023
Startups
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Navigating the Blind Spots: Essential Lessons for Startup Success

Embarking on a startup journey is like setting sail on uncharted waters, filled with both promise and peril. While entrepreneurs are often brimming with passion and revolutionary ideas, they must tread cautiously to avoid common pitfalls that can derail their dreams. In this blog post, we shed light on the most common blind spots that startups encounter and offer practical insights to navigate them effectively. By addressing these challenges head-on, aspiring entrepreneurs can steer their ventures towards sustainable success.

August 3, 2023
Startups
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Taking the Devil's Advocate Approach: A Crucial Test for Startup Robustness

In the dynamic world of startups, where innovation and creativity reign supreme, entrepreneurs often find themselves riding the rollercoaster of excitement, fear, and uncertainty. When nurturing a groundbreaking business idea, it is natural to focus on its strengths and potential success. However, a vital aspect of ensuring long-term viability is stress-testing the concept through the lens of a devil's advocate. In this blog post, we explore why embracing skepticism and taking a devil's advocate approach can be an effective strategy to assess the robustness of a business idea for startups.

August 3, 2023
Startups
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The Art of Crafting a Minimum Viable Product: An Entrepreneur's Guide

In the world of startups and entrepreneurship, understanding and implementing the concept of a Minimum Viable Product (MVP) is vital. Whether you are a budding entrepreneur or a seasoned business veteran, the MVP approach can significantly streamline your process, saving time, effort, and money.

August 2, 2023
Startups
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Harnessing the Entrepreneurial Spirit: Choosing the Right Startup Idea

Entrepreneurship is an exciting journey, paved with opportunities, challenges, and a plethora of ideas. However, the key to a successful entrepreneurial endeavor lies in the careful selection of the right idea to pursue. As an entrepreneur, you may find yourself brimming with numerous innovative thoughts. But how do you sieve through this abundance and pinpoint the idea worth investing your time, energy, and resources? Here's a systematic approach to guide you through this crucial decision-making process.

August 2, 2023
Startups
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Mastering the CDVM Framework: A Winning Strategy for Startups

As a successful entrepreneur and sales expert, I've come to understand the importance of strategy in selling, particularly when your venture is just starting to take off. Among the plethora of sales methodologies out there, one framework that has proven to be especially useful is the CDVM framework. It comprises four critical components: Customer, Decision Process, Value Proposition, and Message. Here, I'll guide you through each one, empowering you to take your startup's sales game to the next level.

August 2, 2023
Startups
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Winning Big: Crafting an Effective Win Plan for Startup Success

For startups seeking to secure larger deals or key accounts, having a well-defined and strategic approach is paramount. This is where a "Win Plan" comes into play – a powerful document that outlines the steps and actions needed to succeed in specific sales opportunities. In this blog, we'll delve into the key components of a Win Plan and how startups can leverage it to their advantage in the competitive market.

August 2, 2023
Startups
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