Cartoon of the Week 5/28/12: Insecurity

CLICK TO ENLARGEThere is Mother Nature and then there is Human Nature -- both powerful forces to contend with. I have seen this kind of outcome when exhaustive security measures encounter those simply trying to do their work. Agent desktops can have 30-40 applications requiring separate logins. Few of us mere mortals have a memory like that -- so guess what? A list is kept somewhere and hopefully not in plain sight

Cartoon of the Week 5/21/12: Empowerment

CLICK TO ENLARGEThis one I owe to Kate Nasser's excellent blog post about treating your service reps like ADULTS here: http://katenasser.com/leaders-do-you-treat-your-customer-service-reps-like-adults/ It inspired some personal re-thinking around the measurement/empowerment balance and a bit of humor as well.

Cartoon of the Week 5/14/12: Tight Ship

CLICK TO ENLARGEThis one was inspired by an overuse of cliche in a recent meeting and has nothing to do with anyone I currently work for or with. I think our ability to invent analogies is one of the most creative elements of our intellect and why I find an over-reliance on cliche a lazy approach to the fuller possibilities of communication.

Cartoon of the Week 5/7/12: Handle Time

CLICK TO ENLARGEAn over-emphasis on metrics vs. customer experience can bring undesireable results as illustrated here. The proper balance between efficiency and CSAT is a difficult one to find and what separates quality delivery and leadership from the rest.

Cartoon of the Week 4/30/12: Compliance

CLICK TO ENLARGEWell no particular revelation on this one excepting an observation of the human tendency to shoot the messenger. This cartoon is not based on direct experience in anything under my control, but does it happen? I'll let you figure that out for yourselves.