Astute Insights
Tips for Improving Leadership, Learning, and Culture
You Think Chatbots Can Replace Your Training?
If you are like me, you dread having to call customer service in the first place only to connect with a bot. What is the first thing you usually say? “CUSTOMER SERVICE!” If you, as customer, don’t like talking to a bot, how do you think your customers feel? Now ask yourself: how you are training your customer service agents? Are you preparing them to connect with people? Or are you preparing them to sound like bots too?
The Hidden Reason Your Teams Underperform: Fix Your Culture First
We see it time and time again: leaders want to improve performance, but they often overlook the most critical factor their organizational culture, which is the most important people factor. You can pump money into resources, better IT equipment (or AI tools), and have pizza parties. Those things won’t motivate your people. It is likely your culture that needs investment.
Why Delegation is a Leadership Skill You Can’t Afford To Ignore
One of the most powerful skills a leader must develop is the ability to recognize what you can do versus what you should let go of.