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In: Operations Best Practices

Yesterday, two co-workers and I met with a consultant who specializes in process excellence coaching for senior leaders. The purpose of his visit was to gather baseline information, in preparation for a formal coaching session in November. He came equipped with a list of questions to better understand our business, and there was one that really stood out. He asked, “What percentage of work time are your employees able to leverage their full potential and use all of their skills and talents?” The three of us thought for a moment, and I replied 40%, one coworker said 60% and the third settled in on 50%.Read More →

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In: Communication Best Practices

I learned about the importance of “the scary slide” from one of my favorite bosses at Monster.com.  She was a leader who always knew exactly what to say and how to say it in any situation. Her communication skills were (are) at the expert level. A scary slide is a slide that you create and insert at the beginning of a presentation to grab your audience’s attention and motivate them to listen to what you have to say next. Scary slides are powerful. Here’s why… They are unexpected. Most Powerpoint presentations follow a standard flow: title slide, agenda and overview.  We do not expect toRead More →

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In: Customer Experience, Operations Reporting-Analytics

Flying into every meeting with the right charts and graphs, waving the influence wand to make products defect free and removing those boulders of productivity.. It’s a bird, it’s a plane, it’s “CustomerSat Kat“…one of the first, customer support intelligence superheroes. Do you have the goods to create customer support intelligence superheroes in your department? Every customer contact, every e-support request, every tech support problem should be considered a learning opportunity for the organization at large. More specifically, an opportunity that can help the organization improve products & services, elevate the customer experience, reduce costs and drive sales revenue. You can make this happen, byRead More →