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.

AllManagementLeadershipEmployee ExperienceClient ExperienceMindset & BehavioursService DeliveryTechnologyDevelopmentDivorceContact CenterSalesCoachingStartups

Mindset & Behaviours

The Importance of Staying Level-Headed When Facing External Pressure

When it comes to reacting to external pressures, it is important to stay level-headed and focused. It can be easy to get wrapped up in the drama of the situation, but it is important to remember that you cannot control what others do or say. The best thing you can do is stay true to yourself and your values, and let the rest play out as it may.

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Leadership

The Evolution of Delivery Leaders Becoming More People-Centric

The role of the delivery leader has evolved over the years to become more people-centric. Initially, the primary focus of the role was purely on meeting deadlines and ensuring that the necessary tasks were carried out in an efficient manner. However, with the advent of new technologies and methodologies, as well as a greater emphasis on customer satisfaction, the delivery leader is now required to take a more holistic view of the delivery process and how it impacts both internal and external stakeholders.

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Contact Center

Contact Center Rescue Series: Structured 1-on-1 Meetings

It is important to have structured 1-on-1 meetings with contact center staff because it provides an opportunity for managers to check in with each individual employee and discuss their performance, concerns, and goals.

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Contact Center

Contact Center Rescue Series: Financial (Billing, Revenue, GP, Cost) Management

Financial management is important in a contact center because it helps to ensure that the contact center is operating efficiently and effectively, and is able to generate enough revenue to cover its costs and meet its financial goals.

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Mindset & Behaviours

How To Have Gratitude In Your Daily Life

Gratitude is one of the most important things in my daily life. I try to be grateful for everything that happens, both good and bad. Being grateful makes me happier and more positive, and it also makes me more forgiving and patient.

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Service Delivery

Why Continual Improvement Gets Lost As Organizations Grow

Continuous improvement is a process that helps organizations stay competitive in a global marketplace It fosters a culture of creativity and innovation, encourages employee involvement and ownership, and leads to better quality products and services. Additionally, continuous improvement helps organizations respond to change quickly and effectively. By following these steps, businesses can successfully implement continuous improvement and reap the many benefits it has to offer.

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Learning & Development

Advantages and Disadvantages of Formal Education and Life Experiences

Education is one of the most important aspects of our lives. It helps us to learn new things, meet new people, and opens doors to opportunities we may not have otherwise had. Formal education is a structure that society has put in place to ensure that everyone has an opportunity to learn. However, there are also many advantages to life experiences.

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Learning & Development

What is more important, business acumen or technical skills?

There is no right answer as to what is more important, business acumen or technical skills. It depends on the individual and the company they work for. Some businesses may value technical skills more highly, while others may place a greater emphasis on business acumen. It is important for employees to have a mix of both skills in order to be successful.

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Contact Center

Contact Center Rescue Series: Major Incident Management

Major incident management is important in the contact center because it helps to ensure that the contact center is able to quickly and effectively respond to unexpected events or issues that could impact the customer experience or the operation of the contact center.

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