by kmcdowell | Nov 22, 2022 | Article
I had just finished giving my very first presentation as the new Senior Vice President and Program Manager at Maximus, one of the largest business process outsourcing firms in the country. My audience was 50 leaders of my newly inherited contact center program. They...
by kmcdowell | Sep 12, 2022 | Article
We’re all consumers. Sometimes, we’re fortunate enough to experience great customer service. But that certainly isn’t always true; we’ve all been disappointed or underwhelmed by bad service. And it sucks every time. When a company doesn’t do what they say they’re...
by kmcdowell | Aug 11, 2022 | Article
The following is adapted from Begin With WE. Early in my career, I ran a department that was responsible for producing and disseminating a bevy of production reports. It was during this time that I learned two important things about operational reporting. First, the...
by kmcdowell | Jul 11, 2022 | Article
The following is adapted from Begin With WE. Imagine your boss is late to meetings on a regular basis—not all the time, but often enough to annoy. What message does that send? That his time is more important than yours? Or he was late because he was so busy doing...
by kmcdowell | Jun 1, 2022 | Article
The following is adapted from Begin With WE. If you have the courage to do the digging, gold can be mined from a mistake. Just ask the former CEO of Ford, Alan Mulally. When he was brought on as the CEO of Ford in 2006, Mulally was tasked with unifying Ford’s divided...
