Recession 2016?? So, customer service??

The global financial situation has been fluctuating since the dawn of the 1st day in the new year (2016). And the analysts predict a far more tougher recession in 2016 than the one we had in 2008. I am not a financial expert to validate the recession forecast nor I want a recession in 2016. BUT…if we…

Love hormones for employee well being!! What the heck??

I was introduced to Oxytocin in 2011 during a seminar on ‘organizational strategy & the next generation of leadership’ in New Delhi and since then it has been a topic of great interest and learning for me. But wait! Are you wondering“What the heck hormones have to do with organizational strategy & employee engagement??” I thought the same…

Dissatisfied customer. The lonely soul who is often forgotten!!!

I still remember that day about 12 years back (roughly) and always will. It was a special day as a first time call center operations manager. The phone queues were throttled for an hour that day and had the peer call center staff up so my entire call center floor can celebrate the achievement of…

They don’t let you touch the bananas? Wonder why?

“I don’t know why, but this is how we have always done it!”.  Does this statement sound familiar? It has to be!! A statement that makes me want to giggle every time I hear it. Below is my favorite ‘5 monkeys’ video that helps articulate the severity and the impact of the “I don’t know” statement in any organization. “Why…