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The 3 Most Important Ingredients to Changing Workplace Culture
Have you ever had a job where you loved showing up to work every day? You know, the kind of job where the work was worth doing? The type of place where you like the people you worked with and could depend on them for anything? The truth is, it all comes down to culture. […]
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5 Steps to Become an Effective, Engaging, and Authentic Leader
We are all unique. Not everyone leads the same way. Confidence comes from using leadership techniques that are natural to you. As you enter 2018, begin by developing a leadership style that is not only effective but also allows you to feel comfortable in being the authentic you. What is Authentic Leadership? Authentic leadership is […]
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Lessons in Leadership: Interview with Julie L. Mohr
Amy Eisenberg interviewed all the Top 25 Thought Leaders in Technical Support and Service Management to ask about their personal lessons in leadership and learn what it means to be a community leader. Here is my interview with Amy. Tell us about your day job and also how you are involved in the community. Moving […]
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Drive Process Quality: Know Your Error Rate
Mapping support processes is an important step in creating efficiency n your support environment. Through modeling of the current environment, we can compare what exists today, eliminate any unnecessary steps, and clearly define roles and responsibilities. Once the process is mapped and efficiency achieved, key measurement points within the process help management to measure process […]
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Career Pathing Made Simple
In any support organization, it is important to develop a defined career path. The career path sets expectations with staff on what opportunities are available for growth within the organization. Most employees will want to develop their skills and grow their potential over time. If growth opportunities are not available, the career-motivated employees will seek […]
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Why Do Values Matter in Business?
In an organization, values are as crucial to success as they are for an individual. In my career, I have worked with companies that compromised their values, and I have witnessed the impact of this decision on both customers and internal staff. If an organization is willing to “cheat” the system for its gain, the line between ethical and unethical behavior becomes […]
