Call centers are now a mainstream tool for providing customer service to a very large audience. As a co-host of the Customer Service blog, I’m going to share some useful ideas about how to maximize the performance of your call centers. So what can I tell you about it? I hope to be able to …

The recession may not be feel like it’s over yet but most managers appreciate that Christmas needn’t be cancelled again this year. Boozy parties are probably not the best way to mark the end of a tough year but that doesn’t mean there’s not value in gathering everyone together. As we enter an era when …

Part One of the Basic Principles of Organizational Design In my last half-dozen posts I have been focusing on system theories of organization. I have done this because practitioners of organization development depend upon theories about what makes organizations tick. Nothing so practical as a good theory said Kurt Lewin, the mind behind action research. …

Controversial topics can easily lead publications to the need for crisis management. A Marie Claire writer has sparked a social media crisis for the magazine after a seemingly negative article about the “Big Six,” a group of leading women’s health and fitness bloggers, drew thousands of fans to their defense. Ragan’s PR Junkie blog has …

The internet works brilliantly because keywords drive everything. They’re the basis for every search engine that helps researchers and buyers find exactly what they’re looking for.

A thread in a listserve in which I participate addressed the question(s) of Creating-and-Implementing and Finding-and-Compensating a Consultant to help with a Corporation Solicitation Programs. Interestingly, the latter issue stimulated most of the responses/comments, with little attention being paid to the former. So, I’ll address the “more popular” issue first – compensating the “consultant” … …

I heard a man say that he doesn’t like to tell his wife his small concerns because, “I don’t want to incite her creative ways to worry.” When was the last time you took a small thing to worry about and turned it into a catastrophe in your mind? We humans are very creative beings. …

Unlocking Your Potential: The Power of Personal and Professional Coaching It is a coaching program or service that aims to help individuals achieve success in both their personal and professional lives. Through one-on-one coaching sessions, the program helps clients clarify their goals, identify obstacles, and develop strategies to overcome challenges and achieve their desired outcomes. …

Many think of it as a 50-50 arrangement. I carry 50% of the responsibility for my career development and my employer carries 50%. Yes, in theory, but not in reality. Here’s the rub. What an employer considers 50%, you may consider only 10% and be dissatisfied. And what you feel is your 50% contribution, may …

When I first started in the community development field, I was amazed to discover that so many of the target populations that we dealt with really felt they didn’t have a voice and that their opinions didn’t matter or count for anything. At first I had a hard time grasping the concept that someone could …