IMAD LODHI
Articles

Ideas from inside the work.

Leadership, sales, service delivery, management systems, AI and transformation — observations drawn from the realities of leading people and being accountable for outcomes.

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Contact Center

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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Employee Experience

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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Employee Experience

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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Employee Experience

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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Organization & Management

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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Learning & Development

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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Organization & Management

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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Learning & Development

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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Learning & Development

The Importance Of A Skills First Culture

A skills-first culture is important because it focuses on developing and leveraging the skills and abilities of employees in order to achieve the organization's goals and objectives.

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