These are always great events for local contact centre leaders.Latest insights. Shared learnings. And no sales. If you’re in Manchester and want to unlock contact centre excellence with peers, book on and see what you’ve been missing.
Quick Read
Short post, which might also be availabile on LinkedIn
5 years ago today – on World Mental Health Day – I got the news that I was being made redundant. In those 5 years, much has changed: ✅ Completed university✅ Started a business✅ Published academic research✅ Qualified as a […]
Everyone has an idea of what a psychologist might be.But it’s usually not quite accurate. 🐝 We’re not therapists – though we might use therapeutic techniques.🐝 We’re not counsellors – though we might use many similar listening and processing tools🐝 […]
One of the hidden risks in managing high performers is the equity imbalance that develops when they are continually asked to support inexperienced colleagues. While peer coaching can be energising, it often tips into hidden overwork, leaving the high performer […]
Superb evening with the sublime John Amaechi OBE. Well worth the journey south and always a genuine privilege to listen any time he speaks. No chance of tsundoku with this…
Farts cure cancer.Except they don’t. This is the issue with popular science.In an attempt to make it more accessible, the media makes it incorrect. For this story, certain cancers responded to certain applications of certain compounds, which included a methyl […]
The advanced reader group will receive their copy of my new book in the next few days. Around 280 pages of a completely new way of looking at leadership. More to come…
While it’s tempting to focus on encouraging agents to share knowledge more openly, we should also pause and ask: why is this level of informal knowledge-sharing necessary in the first place? When advisers feel the need to compensate for unclear […]
My least favourite comment on LinkedIn:“Congrats Danny! 🎉” I get the intended sentiment. But it’s a one-click, pre-fabricated response provided by LinkedIn.A one-size-fits-all praise approach. And I’m not a fan of praise.I’m a fan of recognition. Many managers praise:“Sarah is […]
Great morning at a networking event.Networking introductions are always interesting… Everyone has an idea of what an organisational psychologist might be.But it’s usually incorrect. 🐝 We’re not therapists– though we might use therapeutic techniques. 🐝 We’re not counsellors– though we […]
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