I am in LOVE!! With Intuit.

Transitioning jobs! It’s always a calculated risk. Irrespective of whomever is going to be your new employer and what ever your new role is going to be. When I say risk, I mean, not knowing what you don’t know about the new place, the people and the organization’s future. It’s usually at the 90 days…

Is your team playing kiddie soccer?

What a beautiful Saturday afternoon in San Francisco! Amazing weather, bright sun, beautiful trees…..Love this place! My first weekend after moving to California from Michigan. Love this view from my balcony, I didn’t realize there was a park so close to our place. My wife and I decided to go check out the park with our…

Are you a “WHAT” leader or a “HOW” leader?

How many times, have you sat in a business review where someone was presenting how well a metric performed and asked, “Great job, you folks. By the way HOW did you guys do it?”  Vs. moved on saying “Great work & well done!”. Maybe a few leaders want to know the HOW piece and a great majority is pleased with the…

How customer centric is your customer service? Are you ready for a reality check?

There are hundreds of books and thousands of articles written on customer service culture and customer centricity. Leaders spend tens and thousands of hours debating what customer centricity means in contact centers and how to drive a culture of customer centricity in an organization’s customer service department . I think it’s pretty simple and straight forward and not…

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…

Your name is Jane? Yeah, right! What’s your real name?

Let’s start with this 30 second video that will explain the context behind the title of the post before we start talking about the details of it. Offshoring Vs. on-shoring customer service has been a decade long debate (if not longer) and there are very strong opinions on the both the camps (i.e. offshore and onshore)…

Driving your employee engagement. What do you think?

A decade after the dot com bubble burst and just a little while after the announcement of Lehman Brother’s collapse, the employee behavior research groups started getting traction and recognition from corporate America on the impact the dis-engaged workforce had on the overall organization and the industry as a whole. The mood was to move away from the…