I’ve spoken to so many former colleagues, acquaintances and friends about mental health, and the negative effect it can have on both home and work life. It occurred to me that an approach that I was using to manage stressful situations in my dealings with work might also be helpful for others. It’s not necessarily… Continue reading #MentalHealth: managing workplace stress
With the evolution of technology, and the great leaps forward in Artificial Intelligence (AI), there’s been a lot of progress from the early days of clunky chatbots. In fact, there are some seriously sophisticated models starting to appear on the market that might suggest a real opportunity to cut cost and complexity by removing human… Continue reading Chatbots & AI – can they replace humans in the customer experience?
In the process of speaking with businesses, whether to work for them or with them, one thing I always check out are their values. It’s a great indicator of what they hold dear, how complicated they make the internal culture (and a handy indicator of where past cultural issues may have been!) For some, they… Continue reading Values and behaviours – why they really matter at work.
Early on in my career, in particular, when I was first appointed a line manager, I was always keen to minimise the involvement of other people in any projects I ran. My naive logic went along the lines of the less people involved, the less unexpected inputs to handle; and the more likely I was… Continue reading How to collaborate more successfully (and why it matters!)
When recruiting for customer-facing roles, I long ago fell in love with role-playing as a means to measure certain skills. Maybe it’s the inner drama queen in me, but allowing a potential new recruit to demonstrate their customer centric soft skills before I offered them the job was a good thing. And it certainly served… Continue reading 4 role-plays mistakes to avoid when recruiting
I love my newly adopted home country, Portugal. The people, culture, food and wine and climate are all parts of why this is becoming a more popular business for business as well as leisure. A friendly and accommodating workforce with high technical skills and low (comparative) salaries make for a perfect destination for oversees businesses… Continue reading Why managing expectations matters more than ever
My husband and I were fortunate enough to have a wonderful holiday in Puerto Rico. We experienced the wonderful old town of San Juan, the tropical rainforest of El Yunque and finally the small paradise island of Vieques. I wanted to share observations on customer experience from my trip to Puerto Rico. In last week’s post,… Continue reading Customer Experience in Puerto Rico: Part Two – brilliant basics, magic touches