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Archives
About Author: Marci Reynolds
Posts by Marci Reynolds
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How To Manage Technical Support Tickets Like A Rock Star
Posted on May 15, 2012 | No CommentsThe secret to managing technical support or production support cases/tickets like a Rock Star is to think beyond just support. Here’s what I mean… If you are leading a technical,... -
Lack Of Accountability – A Credibility Killer
Posted on May 8, 2012 | 1 CommentIn my opinion, being accountable is one of the most positive personality and leadership traits. When important things need to get done, you and/or your team state with confidence, “I... -
Show Them The Way – It’s Not Just The SLA
Posted on May 4, 2012 | No CommentsIt’s not all about the SLAs….. When we consider options to improve the customer experience, discussions often lead to complex process improvements or expensive tool enhancements, but there is something... -
How Do You Know When To Pick Your Battles?
Posted on April 8, 2012 | No CommentsLately, I have found myself uttering the phrases “we need to pick our battles” often followed by “there are bigger fish to fry” at least once per week- enough to... -
Experience The Pain To Drive Organizational Gain
Posted on March 17, 2012 | No CommentsI recently read the Harvard Business Review article, “Tipping Point Leadership”, which talked about Police Chief Bill Bratton, and how he transformed New York from the city with the highest... -
Don’t Be The Victim Of A Customer Project Handover Gone Wrong!
Posted on March 11, 2012 | 3 CommentsI am a big fan of cop dramas and have watched endless TV episodes of Law and Order, Southland and The Closer, where brave public servants help victims of a... -
4 Things My Personal Trainer Taught Me About Improving Capacity & Productivity
Posted on March 3, 2012 | 4 CommentsWhat do working out at a gym and running a business operation have in common? A few things…We might look around and see some bad fashion choices. We might find... -
Tips & Tricks For Managing Technical People
Posted on February 2, 2012 | No CommentsGuest Blog by George McQuain, Operations Expert | Sheldon Cooper Reports to Me? Oh NO!!!! How would you like to have Dr. Eric Gablehauser’s job? Dr. Eric Gablehauser is responsible... -
Are Your Operations Success Levers Defined? 6 Steps To Get You Started
Posted on January 22, 2012 | 1 CommentHave you recently shared your 2012 goals and objectives with your teams? As business operations leaders, we often describe what we want, but do not do a very good job... -
6 Reasons Processes Fail – Cartoon
Posted on December 30, 2011 | 4 CommentsWhen business processes don’t work the way that we expect them to, we often blame the employees who are responsible for the process. We assume that they aren’t working hard...









