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TECO Case Study

Last week I had the pleasure of speaking at CS Week’s conference in Tampa.  In addition to being a college course facilitator again this year, I was excited to have an opportunity to provide information about the performance journey with TECO (Tampa Electric and People’s Gas).  You will find the presentation attached to this post. […]

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Are your Diversity Initiatives Working?

Companies spend billions of dollars each year to provide education and training to their employees about respecting diversity. Are you getting a return on investment from the time and money you are spending? Do your employees “feel the love” through your respect and appreciation of their uniqueness? Read this article and put yourself and your […]

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TECO Case Study

Last week I had the pleasure of speaking at CS Week’s conference in Tampa.  In addition to being a college course facilitator again this year, I was excited to have an opportunity to provide information about the performance journey with TECO (Tampa Electric and People’s Gas).  You will find the presentation attached to this post. […]

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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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