SPEAKERS

John shares an intimate story about his father that illuminates what empathy means, why it’s important and how it is the key to breaking down barriers. “While on my knees next to my fallen dad last weekend, I thought of a Dennis Lahane quote.”

Behind only water, concrete is the second-most used material on our planet. It’s low cost, durable, and beneficial in a variety of construction applications. As our population continues to swell, demand is expected to skyrocket. But there’s a problem.

This week we feature an article from Tanya Bansal, Marketing Executive at Ameyo. She shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario.

It is a question I get a lot from customer service leaders. They are convinced there is a missed tactic that, if implemented, would have the C-suite camping out in the contact center and inviting customers to board meetings.

My grandfather’s last advice: Empathy doesn’t excuse poor behavior. Rather, it seeks to understand it and strives to redeem it. My grandfather’s last words to me were intended to help my marriage. Heeding them now would help our nation. Let me explain.

In our professional lives, our days consist of delivering value in one form or another. Depending on your craft, your deliverables may take the form of a research report, sales presentation, customer interaction, financial model or legal brief.

The #CapitolRiots of last week will transcend our time and will likely be referred to as the “Electoral Rebellion of 2021.” Think Whiskey Rebellion, where President Washington had to send troops into a state to quell a revolt.

It is a grocery store clerk mantra I typically hear as my groceries are being scanned and bagged. And, I am tired of it. I want to be surprised-tickled pink by what I found I was not looking for. Don’t give me mundane, functionally accurate, and “good enough.”

How do we ease the tension and anxiety without making ourselves feel worse? Food seems to be a natural. And it can be if we adjust our behavior and the ingredients in our comfort foods. It’s doable when you keep a few points in mind.

People love the new year for the sense of renewal and a fresh start. Think about how to make the most of your time, talents, and resources. What will make the most sense for you, increases your happiness factor, and focus on where you want to be in a year?