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The Consistency of Disruptive Innovation

One of my favorite movies of all time is “Little Big Man” starring a very young Dustin Hoffman who was abducted as a toddler by Indians…yes, I know, Native Americans. He grew up through childhood to become a young adult brave, and had an adopted grandfather who was also the tribal medicine man. Whenever he was confronted with a challenge growing up the old man would always say…sweeping his arm wide, “Endeavor to persevere!”. When confronted with people who seemed bent on destroying him, the advice given by the old man…

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Call Center Productivity Issues?  It’s About the Hands!

Over the last ten years or so I find my most meaningful work efforts seem to fall right smack in the middle of the chaotic environment of call centers. There seems to be no fighting the trend, and after drinking the Performance Paradigm Kool-Aid, I've come to the conclusion I'm right where I need to be. What follows is one story that has me totally convinced that the Point-of-Work...a.k.a....the Point-of-"The Call" is ground zero for a number of reasons. (more…)

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Is Training Falling Short? Turn Up the Pain!

I just finished reading an amazing book, "Chase the Lion", by Mark Batterson, where the focus is largely examining change...personal change to be exact. But the same principles he addresses are very relevant for shifting thinking in an organization. The thinking I firmly believe we need to change is how we attempt to build sustained capability in our respective workforces. Training, in and of itself, is not the solution! (more…)

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