So much has been written about Leadership ...but as the Passionate Corporate Coach Marina Kapur says "What we know is just a micro part of Mega pool of Knowledge about Leadership and Overall Management" to which I totally agree.
Our Lives are all about re-discovering and reinventing ourselves. So this weekend..get to the bottom of who you are & what your non negotiable values are? Align them with your preferred skills while acknowledging your areas of opportunities. Leadership is not a one time exercise but its a way of life. While we all (including me) get consumed by our daily routines and tasks; we need to constantly revisit our purpose, where we want to be 3-5 years from now and how we want to be remembered.
Recently a question was posted to me "Can a serious leader ever be a good subordinate ? Or can a subordinate follower ever be a good leader ?"
Well my reply was as follows:
Leadership and Excellence are attributes, that you are either born with or acquire through commitment to constantly learn. You can be a leader irrespective of your designation or position. People in lowest scheme of our society display leadership through different means...our sweeper at the society displays leadership by sweeping so well that every passerby says "someone has done an excellent work"
Leadership is not about competition, its about synergy.
A serious leader can be a good subordinate (not a yes man) and subordinate follower can be a good leader...both can lead within their circles of influence and collaboratively support an organization which will have clearly chalked values.
Keep thinking and let me know what you think...See you soon.
Showing posts with label Professional and Work Etc.. Show all posts
Showing posts with label Professional and Work Etc.. Show all posts
Wednesday, April 8, 2009
Monday, April 6, 2009
Quote of the Day...
"What's Difficult to Measure is Very often Wrongly Measured...Customer Satisfaction is One of those things."
Tahir Khan.
Approx 41% of call center's use survey by telephone and rest rely on emails and other channels. Sources reveal that phone surveys are costlier than email surveys. Well it is very important to measure customer satisfaction realistically and it may be costly, however not measuring and leveraging that data would cost even more.
Another common point of failure is inability of analytics to separate customer satisfaction evaluations from any/all quality monitoring done in a call center.
With independent surveys, you will gather information from the customers themselves without having to "interpret" whether or not the customers were satisfied with the service.
While Call monitoring(remote) will give you a realistic picture of compliance and process adherence, it can be utilized as an accesory in evaluation of customer satisfaction (Commonly referred to "surrogate" in the call center world). The risk in capitalizing this data is that, it is very much dependant on the skill and outlook of the monitoring evaluator hence should always be of secondary value in measuring customer satifaction.
One probable disadvantage of phone surveys is that Most customers will not take the initiative to complain to the agent while talking to the surveyer. Instead, they will tell their friends and co-workers how good or bad their experience was. By offering them an independent email survey to comment on their experience, customers have the opportunity to voice their opinions and you can (operationally)assure them that any problems/trends and behaviours encountered are addressed immediately. This will work well to maintain their loyalty and avoid losing your customers to competitors.
The best way forward in these and all times would be to blend both channels randomly to arrive at a more practical measure.
Tahir Khan.
Approx 41% of call center's use survey by telephone and rest rely on emails and other channels. Sources reveal that phone surveys are costlier than email surveys. Well it is very important to measure customer satisfaction realistically and it may be costly, however not measuring and leveraging that data would cost even more.
Another common point of failure is inability of analytics to separate customer satisfaction evaluations from any/all quality monitoring done in a call center.
With independent surveys, you will gather information from the customers themselves without having to "interpret" whether or not the customers were satisfied with the service.
While Call monitoring(remote) will give you a realistic picture of compliance and process adherence, it can be utilized as an accesory in evaluation of customer satisfaction (Commonly referred to "surrogate" in the call center world). The risk in capitalizing this data is that, it is very much dependant on the skill and outlook of the monitoring evaluator hence should always be of secondary value in measuring customer satifaction.
One probable disadvantage of phone surveys is that Most customers will not take the initiative to complain to the agent while talking to the surveyer. Instead, they will tell their friends and co-workers how good or bad their experience was. By offering them an independent email survey to comment on their experience, customers have the opportunity to voice their opinions and you can (operationally)assure them that any problems/trends and behaviours encountered are addressed immediately. This will work well to maintain their loyalty and avoid losing your customers to competitors.
The best way forward in these and all times would be to blend both channels randomly to arrive at a more practical measure.
Saturday, April 4, 2009
Three Corporate Beliefs...
And I am back with the 3 Beliefs...
“For an organization to survive and achieve success, It* must have a SET OF BELIEFS on which it builds all its strategy, policy and actions...
“Next I believe that the most important factor in corporate success is ADHERENCE to those beliefs...
“And, finally if an organization is to meet the challenge of this changing world, it must be prepared to change everything** ABOUT ITSELF EXCEPT those beliefs as it moves through corporate life.”
*Though Organization is full of life ...grammar does not permit me to use he or she!
**Processes, Technology and People ..this should be a fixed order...switch on any news channel and you will see a lot of people mending this order which is like postponing an envitable global disaster for a short term....and not true leadership.
“For an organization to survive and achieve success, It* must have a SET OF BELIEFS on which it builds all its strategy, policy and actions...
“Next I believe that the most important factor in corporate success is ADHERENCE to those beliefs...
“And, finally if an organization is to meet the challenge of this changing world, it must be prepared to change everything** ABOUT ITSELF EXCEPT those beliefs as it moves through corporate life.”
*Though Organization is full of life ...grammar does not permit me to use he or she!
**Processes, Technology and People ..this should be a fixed order...switch on any news channel and you will see a lot of people mending this order which is like postponing an envitable global disaster for a short term....and not true leadership.
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