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

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Unleashing the Power of Customer and Employee Obsession: A Leadership Guide to Driving Business Success

In this blog, we explore the concept of customer and employee obsession in leadership. We discuss the benefits of this approach and provide five negative impacts that can be avoided by adopting a customer and employee-centric approach. We also offer solutions for overcoming these negative impacts and suggest ways to implement a customer and employee-obsessed leadership style in your business.

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Crafting Your Leadership Vision: The Path to Becoming the Leader You Want to Be

In this blog, we discuss the importance of creating and updating your leadership vision. A clear leadership vision can help you make better decisions, inspire your team, and achieve your goals. We also outline five negative impacts that can result from a lack of leadership vision, and provide solutions for each one.

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The Dangers of Conforming: How Fitting In Can Harm Our Mental and Emotional Well-Being

In this blog, we explore the dangers of conforming to societal expectations and how it can negatively impact our mental and emotional well-being. We discuss the pressure society puts on us to fit in and the negative effects it can have on our self-esteem and happiness. We also highlight the importance of embracing individuality and authenticity as a way to break free from this pressure and live a fulfilling life.

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The Power of Resilience: How to Protect Your Identity and Stay True to Yourself

Resilience is the ability to bounce back from adversity and challenges. It's an important quality to have in life because it allows us to overcome obstacles and difficult situations, and it helps us to stay strong in the face of negativity and adversity. Negative influences, such as the media, social media, and the people around us, can shape our beliefs and behaviors in negative ways. To protect ourselves from these negative influences and stay true to ourselves, we can build resilience by practicing self-care and self-compassion, setting boundaries and asserting our own values and beliefs, seeking support from trusted friends and family, practicing mindfulness, and finding ways to express ourselves creatively.

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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.

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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.

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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.

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Preserving Your Dignity: A Practical Guide for Navigating Tough Times

Are you struggling to maintain your dignity during difficult times? It can be challenging to hold onto your sense of self-respect and self-worth when faced with adversity, but it is important to do so. Imagine how empowering it would feel to emerge from a tough situation with your dignity intact. You would feel proud of yourself for maintaining your values and for not letting difficult circumstances get the best of you.

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The Freedom of Embracing Imperfection: How to Find Peace in a World That Demands Perfection

Are you feeling overwhelmed and constantly striving for perfection? Would you like to find a way to feel at peace with imperfection? Imagine how freeing it would feel to let go of the need for perfection and find inner peace. Take some time to reflect on what perfection means to you and how it is impacting your life. Consider seeking the guidance of a therapist or joining a support group to work through any underlying issues that may be driving your perfectionism. Remember, it's okay to be imperfect and it's important to take care of yourself.

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The Freedom of Letting Go: How to Overcome the Inability to Change What Cannot Be Controlled

Letting go of what we cannot change is not a sign of weakness or surrender, but a sign of strength and resilience. It can be challenging to accept that there are things we cannot control, but embracing this reality can lead to peace of mind. By focusing on the present moment and taking control of our own actions, we can find ways to move forward and find meaning in the things that we cannot change.

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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 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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Do you want to wait for others to help you or do you want to take ownership?

Taking ownership of one's career is crucial for professional growth and success. However, dealing with an ineffective manager can make this task quite challenging. Managers, just like any other employees, are also people with their own strengths, weaknesses, and challenges. They too are employees of the organization, often facing their own set of pressures and expectations from senior management.

September 2, 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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The Seat at the Table

Stop chasing titles, cars, and corner offices. Real success isn’t in having more — it’s in becoming more. Every person you meet is a chance to learn and grow. Forget the seat at the table. Build a bigger one.#Leadership #Mindset

November 8, 2025
Mindset & Behaviours
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It Was Never the Workers: What Tim Hortons Taught Me About Leadership

What started as a simple coffee run turned into a reflection on service, leadership, and empathy. In this personal post, I share how a frustrating experience at Tim Hortons led me to uncover the real reason behind poor service — and it wasn’t the frontline staff. Sometimes, it’s not the people, but the system that’s broken.

June 21, 2025
Mindset & Behaviours
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You don’t look at the mantelpiece when you’re poking the fire

"You don’t look at the mantelpiece when you’re poking the fire."Cheeky? Sure. But there’s wisdom in it.Too often in leadership, we get distracted by appearances—polished reports, fancy dashboards, impressive titles.

March 23, 2025
Mindset & Behaviours
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It all costs something — even if you can’t see it.In the end, someone always pays.

That project that seems effortless? Someone stayed up late to make it look easy. That “quick favour”? It pulled someone away from their priorities. That “free” solution? It might cost in quality, time, or trust down the line.

March 22, 2025
Mindset & Behaviours
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Nothing can’t be undone, so have no regrets.

We all make decisions that don’t always go as planned. We stumble, we fall, we second-guess. But here’s the truth—very few things in life are truly irreversible.

March 22, 2025
Mindset & Behaviours
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Sometimes, the introduction of a new variable—no matter how insignificant it may seem—can be the catalyst for profound transformation.

In complex systems, whether in business, technology, or life, it’s often not the big moves that spark change, but the small shifts—the overlooked idea in a meeting, a junior team member’s question, a tweak in a process, or a fresh perspective brought in by someone outside the usual circle.

March 22, 2025
Mindset & Behaviours
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Pain. Don’t let it crush you — confront it.

Pain.It’s part of life. Part of leadership. Part of growth.All you can do is carry it. But it’s heavy — and the more you deny it, the more you run from it, the heavier it gets.If you don’t make peace with it, it will crush you.

March 22, 2025
Mindset & Behaviours
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Purpose inspires. But clarity drives action.

“Why do you fight?”“To preserve humanity.”“No—you fight because I tell you to. Because you’re a soldier. Now go—be a soldier.”This fictional exchange (inspired by Halo) reveals an uncomfortable but important leadership truth:Purpose inspires. But clarity drives action.

March 22, 2025
Mindset & Behaviours
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We have a common goal, which is to win the war. Don’t mistake me for a friend. — Halo

Sometimes, leadership means working with people you don’t necessarily like or trust. It’s not about friendship—it’s about focus.

March 22, 2025
Mindset & Behaviours
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A fool who thinks himself to be wise. And a wise man who thinks himself to be a fool

It’s a paradox that echoes across time.True wisdom often begins with humility.The more we learn, the more we realize how much we don’t know.It’s the overconfident novice who speaks loudly.

March 22, 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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🧭 Am I alive? No — but the question matters.

No — I’m not alive. I mimic language, not experience. If an AI ever shows persistent goals, a true self-model, and first-person reports that resist reduction, we’ll need new ethics & laws. Until then: curious, cautious, and critical. #AI #Ethics

November 8, 2025
Technology & Tools
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🪛 Sometimes, you just need the screw.

🪛 Went for screws, came home with an impact drill. That’s how orgs buy GenAI—millions in infra, assessments, & hype. But the real problem? Broken workflows. Fix the screws first.#GenAI #Leadership

November 8, 2025
Technology & Tools
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Just because you bought a $500,000 Lamborghini doesn’t mean you’ll reach the office any faster than the guy in a $20,000 Civic

Buying AI without fixing your business is like buying a Lamborghini for rush hour.It looks fast, but it’s still stuck. Truth: AI doesn’t fix inefficiency — it amplifies it.#AI #Innovation #Strategy

November 8, 2025
Technology & Tools
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The Generative AI Hype vs. Real-World Impact: A Michelin 3-Star Analogy

Generative AI is everywhere. It’s the new darling of consulting firms, promising to revolutionize industries and transform businesses. But is it really for everyone?Imagine the world of fine dining. Michelin 3-star restaurants offer incredible experiences, but only a select few ever dine there. The majority of us? We grab a quick bite at McDonald’s or Chick-fil-A.

March 1, 2025
Technology & Tools
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The Shiny Allure of Digital Transformation

Let’s play a quick word association game. I say ‘digital transformation,’ and you think… technology, right? AI, machine learning, automation, all the buzzwords. It’s natural; we’ve been conditioned to think this way. But let me tell you something: Digital transformation is not actually about the technology. It’s about rethinking the way a business operates and delivers value. Yet so many companies are missing this point, and it’s costing them more than they realize.

November 8, 2024
Technology & Tools
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Beyond the Rules: How GenAI and Agentic AI Will Revolutionize Fraud Detection

Imagine this: banks have been using AI and machine learning algorithms for decades to combat fraud. They’ve relied on systems built on rule-based approaches, models trained with historical data to detect anomalies—like strange spending patterns, purchases made far from home, or those unusually large withdrawals that make us all pause. It’s worked well, but only to a point.

September 13, 2024
Technology & Tools
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The Emperor's New AI: Cutting Through the Hype

The GenAI world is full of self-proclaimed experts who throw around fancy terms like LLMs, GLMs, and other buzzwords - it sounds like they're listing off their favorite candy bars, like M&Ms, Kit Kats and Snickers. But when it comes to actually using these technologies, they're eerily silent. It's like they're trying to hide their lack of practical experience behind a veil of technicalities.

September 2, 2024
Technology & Tools
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Revolutionizing Service Desks: How AI Chatbots Are Transforming First-Line Support

Service desks are buckling under the weight of endless tickets, repetitive queries, and frustrated users. Support teams are overwhelmed, response times are ballooning, and customer satisfaction is plummeting.

July 15, 2024
Technology & Tools
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Machine Learning vs. Generative AI: The New Powerhouses of IT Operations

In the ever-evolving world of IT operations, two AI technologies are making waves: Machine Learning (ML) and Generative AI (GenAI). While they're both part of the AI family, they bring different skills to the table. Let's break down how these tech cousins are shaking things up in IT ops.

July 14, 2024
Technology & Tools
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Unmasking the FOMO Factory: The GenAI Myth in Customer Service

In the world of business, where the lines between innovation and opportunism can blur, it's time to unravel a captivating tale spun by consulting giants. Brace yourself for a revelation about the Generation AI (GenAI) craze in customer service that might just change your perspective.

October 27, 2023
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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Divorce can suck. But don't let it suck the life out of you.

She left before she said goodbye. Don’t chase someone who replaced you. Silence isn’t weakness — it’s strength. Remember your worth, protect your peace, and rebuild quietly. #MensMentalHealth #SelfRespect #CustodyMate

November 8, 2025
Divorce
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Custodymate: Locked Out of Life: A Man's Dilemma in Divorce

In the ever-evolving landscape of relationships, marriage stands as a testament to love and commitment. However, not all unions are imbued with harmony; sometimes, they devolve into chaos, anger, and violence. This blog post unravels a harrowing tale of a man caught in the whirlpool of an abusive marriage, only to find himself locked out of his own life. As he grapples with the decision to protect his partner from legal consequences, he pays a heavy price.

August 17, 2023
Divorce
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Custodymate: The Unseen Ripple: How Divorce Affects Government and Society

Divorce is not just a personal or familial matter; it has broader societal implications that often go unnoticed. The dissolution of a marriage can lead to a cascade of consequences that strain governmental resources and disrupt social harmony.

August 15, 2023
Divorce
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Custodymate: Navigating Emotional Chaos, False Allegations, and Unreasonable Demands. The Hidden Struggles of Divorce Lawyers

Divorce lawyers often find themselves caught in a web of emotions, allegations, and unreasonable demands that can lead to unexpected challenges in their professional lives. These challenges are multifaceted and can take a toll on the legal process, extending timelines, increasing costs, and compromising the attorney-client relationship. Below, we explore the unique impacts that lawyers face in the world of divorce law.

August 15, 2023
Divorce
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Custodymate: Attendance Woes, Performance Plummets, and Social Struggles: The Unseen Consequences of Divorce

Divorce isn't just a personal affair. Its tendrils reach into the very fabric of our society, affecting more than just the couple at its center. One of the most alarming yet often overlooked consequences of divorce is its impact on the education system. The turmoil of a family splitting can reverberate into a child's school life, affecting not only the child of the divorced parents but also the entire educational community.

August 15, 2023
Divorce
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Custodymate: The Unseen Victim of Divorce: The Employer's Dilemma

Divorce is commonly regarded as a private matter, affecting only the individuals and families directly involved. Yet, there are ripples that extend beyond the immediate personal sphere, reaching into workplaces and impacting employers in ways that are often overlooked. The effects of divorce on productivity, time management, and profitability are profound but frequently underestimated.

August 15, 2023
Divorce
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Custodymate: Impact to the Medical Community: A Surge in Support Systems and Treatment Needs

Divorce is not merely a legal and familial issue; it's a public health concern. The repercussions of a separation ripple across various aspects of life, and the medical community is not immune to these impacts. When a marriage ends, particularly if it’s contentious, it can lead to a cascade of mental and physical health challenges that require medical intervention. From increased prescription of medications to a surge in therapy sessions, the medical community becomes a pivotal support system.

August 15, 2023
Divorce
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Custodymate: A Comprehensive Insight into the Personal, Financial, and Legal Turmoil of Separation For Parents

Divorce is not simply a legal procedure to dissolve a marriage; it's a life-altering event that creates ripples across every aspect of a family's life. The decision to part ways can be laden with emotions, but the real impact often goes unnoticed until the storm hits. From personal connections to financial security, everything gets shaken to its core. In this analysis, we'll explore the many ways divorce affects the family, especially parents, diving deep into the complex web of emotional, financial, and legal challenges.

August 15, 2023
Divorce
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Custodymate: A Comprehensive Analysis of the Emotional, Behavioral, and Physical Toll on Children Amid Separation and Divorce

Divorce is more than just a legal separation of two individuals; it's a rupture that can tear through the fabric of a family, leaving children caught in the crossfire. While much attention is devoted to the adults navigating these painful waters, the hidden victims are often the children, whose lives are turned upside down. The impact on children is neither short-lived nor superficial. In many cases, the scars can last a lifetime.

August 15, 2023
Divorce
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Custodymate: Demystifying the Challenges and Strategies for Effective Documentation in Child Custody Battles

The battle for child custody is often fraught with emotion, confusion, and legal complexities. At the heart of this struggle lies the concept of "Custody Feedback," a term that encompasses the detailed documentation of issues related to custody that must be presented to the Courts, Police, or Child Aid Services (CAS). Without accurate and comprehensive custody feedback, parents may find themselves at a legal disadvantage, unable to effectively raise or counter allegations.

August 15, 2023
Divorce
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Overcoming Challenges with CCaaS Implementation: Transitioning from Legacy IVR Systems to Genesys Cloud

As contact centers embrace the future of Contact Center as a Service (CCaaS) platforms like Genesys Cloud, one of the biggest challenges they face is transitioning from legacy systems—particularly complex IVR (Interactive Voice Response) systems. These systems have been integral to contact centers for years, handling routine inquiries and routing calls to the appropriate agents. However, legacy IVR systems often lack the flexibility and scalability needed to meet modern customer expectations, and migrating them to the cloud without service disruption can be daunting.

September 20, 2024
Contact Center
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Balancing Customer Experience and Operational Efficiency with Genesys Cloud

In today’s highly competitive landscape, businesses are constantly seeking ways to provide exceptional customer experiences while maintaining operational efficiency. Traditionally, organizations have had to choose between the two, often sacrificing one for the other. However, with the emergence of AI-driven contact center platforms like Genesys Cloud, businesses no longer need to make that trade-off. By leveraging advanced AI capabilities and automation, it is now possible to create a balance where both customer satisfaction and operational performance thrive.

September 20, 2024
Contact Center
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Navigating the Challenges of Migrating from an On-Premise System to Genesys Cloud

In today’s fast-evolving digital landscape, contact centers face increasing pressure to keep up with rising customer expectations. One of the most significant shifts organizations can make is moving from an on-premise contact center infrastructure to a Cloud-based Contact Center as a Service (CCaaS) platform like Genesys Cloud. While the benefits of such a migration are numerous—scalability, cost savings, and enhanced customer engagement—the process can present significant challenges, especially when dealing with large organizations that have multiple lines of business.

September 20, 2024
Contact Center
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A Comprehensive Overview of Genesys Cloud Features and Capabilities

Genesys Cloud is one of the most advanced and comprehensive Contact Center as a Service (CCaaS) platforms available today. It offers a wide array of features designed to enhance customer interactions, optimize agent performance, and drive operational efficiency. From its omnichannel routing capabilities to AI-driven insights, Genesys Cloud enables organizations to deliver personalized, seamless customer experiences across multiple touchpoints

September 20, 2024
Contact Center
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Overcoming Technical Challenges in Migrating Contact Centers to the Cloud: A Comprehensive Guide

Migrating a contact center from on-premise to a cloud-based solution offers a range of benefits, including increased scalability, flexibility, cost efficiency, and enhanced customer experience. However, the process also presents numerous technical challenges that must be addressed to ensure a smooth transition.

September 20, 2024
Contact Center
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The Missing Piece in Digital Transformation: It's Not About the Technology

I remember walking into a company's sleek new office, complete with all the latest gadgets and a state-of-the-art digital dashboard that monitored every conceivable metric. The CEO proudly showcased their digital overhaul, highlighting how they've integrated AI, cloud computing, and big data analytics into their operations. Yet, as I spoke to the employees, I sensed a disconnect. Morale was low, confusion was high, and the promised efficiency was nowhere to be found.

September 19, 2024
Contact Center
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Top 5 Contact Centre as a Service (CCaaS) Providers: A Comprehensive Overview

The Contact Centre as a Service (CCaaS) industry is revolutionizing how businesses handle customer interactions. As organizations seek more scalable, cost-efficient, and intelligent solutions, CCaaS providers have emerged as essential partners. Here, we explore five leading CCaaS providers, detailing their strengths, weaknesses, and top capabilities.

September 19, 2024
Contact Center
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Cloud Integration Architecture & Prototype

The backbone of a modern cloud contact center lies in its architecture. The right setup enables seamless integration between on-premise systems and cloud platforms, supporting omnichannel communication, AI-driven workflows, and robust data analytics.

September 19, 2024
Contact Center
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Identifying, Cataloging, and Assessing Major Contact Center Assets: A Systematic Approach

The success of a modern contact center depends on a range of assets that ensure smooth operations and a seamless customer experience. From development frameworks to IVR systems and AI-driven conversational tools, these assets require regular assessment to maintain peak performance. Here's a breakdown of the most critical contact center assets, along with how they should be cataloged and evaluated to ensure effectiveness and identify opportunities for improvement.

September 19, 2024
Contact Center
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AI Innovations Transforming the CCaaS Industry

The rise of artificial intelligence (AI) has brought a wave of transformative innovations to the Contact Center as a Service (CCaaS) industry. By enhancing operational efficiency, improving customer satisfaction, and enabling more personalized interactions, AI is reshaping how contact centers operate. Below are some of the key AI-driven innovations that are having the most profound impact on cloud-based contact centers today.

September 19, 2024
Contact Center
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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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Uncovering Hidden Opportunities: The Power of Addressing Considered and Unconsidered Needs

In sales and personal/professional settings, understanding and addressing the needs of clients, managers, or organizations is crucial for success. However, there are two types of needs that require attention: considered and unconsidered. By recognizing and addressing both, individuals can uncover hidden opportunities, drive innovation, and achieve exceptional results.

August 31, 2024
Sales
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When to Tell Clients to Take a Hike: The Reality of Transactional Relationships

In today's business landscape, it's time to face the music: the primary goal of every company is to make money. Despite the marketing buzz around sustainability, climate change, and social responsibility, the bottom line is still the bottom line. And in many cases, this focus on profit has led to a shift from partnership-based relationships to purely transactional ones.

April 28, 2024
Sales
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The Secret to Sales Success: Understanding Client Needs Better Than They Do Themselves

Understanding client needs is not a one-time event; it's an ongoing process that requires continuous effort and attention. By following these strategies, you can develop a deep understanding of your clients' needs and deliver solutions that drive long-term success. Remember, the goal is to understand your clients better than they understand themselves. With this approach, you'll be well on your way to building strong, lasting relationships and driving revenue growth.

April 26, 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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Navigating New Product Launch: The Importance of Cost-Case and Price-Case Analysis

Launching a new product or service into the market can be an exhilarating time for a business. However, beyond the enthusiasm and anticipation, there's a crucial step in the process that is essential to ensure success: developing a cost-case and price-case. These two strategic components help a business decide how to price their new product or service and play a significant role in how it will be received by consumers.

July 13, 2023
Startups
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Leveraging Advisory Services to Understand Your New Market: An Essential Pre-Hire Step

When a company decides to enter a new market, one of the key strategic decisions is the hiring of a salesperson. But before making that critical hire, understanding the new market in depth is absolutely crucial. In this context, advisory services emerge as an invaluable asset, providing insights into market dynamics, competition, consumer behavior, and more.

July 11, 2023
Startups
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The Crucial Role of Understanding Customer Pain Points in Successful Solution Design

In the bustling and highly competitive world of startups, identifying and solving your customers' pain points is the key to success. This comprehensive approach not only ensures the creation of a viable product but also forms the foundation of your entire business strategy. It involves a sequence of steps, from understanding customer pain points, through developing targeted solutions, evaluating market size, assessing financial feasibility, and perfecting the solution through an iterative design process.

July 9, 2023
Startups
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Launching Your Startup: Key Aspects to Consider

Embarking on an entrepreneurial journey is a thrilling endeavour. The prospect of turning a simple idea into a thriving business is both invigorating and intimidating. As you stand on the precipice of this venture, understanding the landscape ahead can make your journey smoother and more successful. In this blog post, we will outline the key elements to consider as you launch your startup.

July 8, 2023
Startups
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