Author Archive | Kimberly Mitchell

Forgiveness Research

With the quantity and intensity of interpersonal conflicts being on the rise in companies, leaders are increasingly challenged with identifying solutions that will create cultural stability and positive working relationships (De Dreu and Gelfand, 2008). In addition to disagreements between employees causing workplace conflict,

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Monitoring in a Call Center? Is it worth it?

    Call monitoring is a common activity in call centers.  Most call centers today have quality monitoring (QA) departments and quality monitoring software (Verint, eTalk, NICE, etc) that allows organizations to record voice and data, evaluate the calls and store the information for trending purposes.  A great deal of time, effort and expense goes […]

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Coaching- what is it REALLY?

It’s that time of year…. early December. The holidays are just around the corner, another year is ending and final examinations are complete!  Whew! I have spent the last three months conducting an in-depth literature review on my favorite topic- coaching.  My research has revealed some fascinating studies and results. There is definitely a link […]

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Beyond respecting diversity- being inclusive

So by now, we have all attended at least one class on “respecting diversity”.  So my question now is, “How is that working for you?” It’s time that we moved beyond the thoughts and feelings of respecting diverse cultures, ways of life, religions, sexual preferences, geographic locations, etc. and start doing the actions that show […]

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