Social Media: Your Collaborative Toolbox for Change

Many companies leverage their social media for transformation initiatives to engage with their customers and the general public. However, often times companies forget about the power of also leveraging these tools internally.  While social media can invoke the fear of potentially providing a medium for public outcry and negativity, it can be leveraged to communicate with and support employees...

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Homework for the Holidays

Brimming with holidays, vacations, and busy personal schedules, the last quarter of the year can be difficult, if not borderline impossible to plan for. At times, we feel like throwing our hands up and saying “forget it”, chalking the last couple months of the year up as a wash. We have all felt that frustration and anxiety of meeting year end deadlines with half the resources, money, and...

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3 key aspects companies should incorporate into their customer service

Like most customers, my mood turns sour when I encounter poor customer service. However, personally, poor customer service (long hold times, unpleasant CSRs, inconvenient processes) still feels like the norm and therefore I try to not let it ruin my day. But what I recently found out about myself as a consumer, is that I’m far greater impacted (in a positive way) by excellent customer service...

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Refining the Daily Standup: The 4th Question

In a previous post, I spoke about dysfunctions in a daily standup that can derail its value to an Agile team, sometimes silently. But there’s another dysfunction I didn’t mention, one that may never show up unless you explicitly address it. My own war story in this area caused me to craft an addition to the standard three-question standup format that I use with every team: the 4th...

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Standup Pitfalls: How to Ruin a Perfectly Good Daily Scrum

Agile is like the game of golf: easy to understand, but difficult to master. For classically trained project managers, leading an Agile team can be confusing, intimidating, and contains pitfalls that a PM may never see. But those pitfalls can stifle an otherwise promising Agile team and jeopardize the product. Typically, the first Agile ceremony adopted by teams “doing Agile” is the daily...

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