Today sees the start of Mental Health Awareness Week. And it’s likely that you’ll see lots of content about individual impacts, individual actions, and support for individuals. Whilst individual agency is important, asking people to be more fire proof is […]
Quick Read
Short post, which might also be availabile on LinkedIn
When we think about agility in contact centres, it’s natural for us to begin with processes, policies and efficiency approaches. After all, agility is the ability to move quickly and easily; to adapt to change. Yet most teams don’t struggle […]
Most organisations talk about leadership constantly. Few of them do it well. They promote people based on seniority. They confuse being in charge with being a good leader. And they build cultures where capable people don’t feel able to speak […]
Is anyone a fan of this trend?Isn’t it a bit odd to have values on the walls in your home, or is it just me? “Billy. We don’t behave like that here. [Points at chimney breast]. Now give your sister […]
There are some terrible drivers on the roads!I don’t really blame them though. I mean, it’s quite a hard skill to do well. And the only training you get is a couple of instructions and one assessment 25-years ago. Then […]
I guess I’ll never be included in the DJT Library then… You’ll need to get your copy before it’s ordered to be burned: https://www.amazon.co.uk/dp/1836887973/
A fabulous day lecturing on leadership, culture and inclusion at the University of Portsmouth (London) today. Students had the opportunity to explore the evolution of leadership research, debate emerging research (including Constellation), and see how it applies in the real […]
Attracting, developing and retaining talent has never been more complex. As contact centre roles evolve and changes in technology cause expectations to shift, contact centre leaders are rethinking how they build resilient, future-ready teams. This CONNECT event focuses on talent growth, succession and leadership in a […]
Bot-to-agent handovers may feel new, but the problem they create is not. Contact centres have been dealing with broken handovers for decades and every cold transfer between departments carries the same risk: lost context, repeated explanations, and a customer who […]
The audiobook of Constellation is now available! Narrated by yours truly, Constellation investigates how influential culture really is… ..and whether it can replace traditional leadership in today’s complex, interconnected environments. A finalist for Leadership Book of the Year it’s available […]
Page 1 of 26
