One Millimeter Mindset

Is Your Team Actually Solving The Right Problems In The First Place?

One Millimeter Mindset

Have you ever been involved in a project where everything looked great on paper? Until, that is, the project is implemented within a real-time setting? At that point, what you expect to happen takes off in all sorts of unanticipated directions. I can see some of you nodding your heads in agreement.

Choosing the right solution or just a professionally comfortable one?

One Millimeter Mindset

Consistently choosing the right solution to better serve colleagues and clients is no easy task. First, the right solution is not necessarily the easiest or most popular. Next, you or your team can become comfortable choosing professionally comfortable solutions.


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How Many Strategic Value Dots Are You Really Connecting?

One Millimeter Mindset

Are you comfortably connecting strategic value dots across your organization? If you are really, really comfortable connecting those dots, you may not be providing the robust yet nimble business outcomes you target. Here’s why.

Professionally Reset with 4 One Millimeter Mindset™ Blog Posts

One Millimeter Mindset

First, how will you get from where you were yesterday to where you really need to go, today? Then, how do you plan to navigate from a professional place of irresolution today to one of resolution tomorrow? Throughout September, the pace of how we work accelerated.

UC, Contact Center Integration Drives Business Value

How extensive is integration, and how are companies leveraging it—both technically and operationally? In this whitepaper, you’ll receive in-depth insights on how companies are utilizing integrated platforms in their day-to-day operations and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Storytelling Pokes Holes in Organizational Value Silos

One Millimeter Mindset

Organizational value silos are found in all sizes and shapes of companies. Initially, silos are created and nurtured by business and hiring models which categorize people into functional roles based on how they solve problems.

Got Collaboration Resistant Colleagues? How about Contrarians?

One Millimeter Mindset

Collaboration-resistant colleagues are tough to work with. Because there is not one idea you can introduce to the table they haven’t heard of before, thought of themselves, or already learned. Or so they say. Do you work with collaboration-resistant colleagues? .

Are You A Go-To Complex Problem Solver or A Problem Manager?

One Millimeter Mindset

Do you perceive yourself as a problem solver, manager, or a spectator? Think about it. First, a colleague identifies a current or potential problem. Next, are you their top-of-mind, go-to resource to find a solution?

Is It Time to Redefine Your Post Pandemic Professional Target?

One Millimeter Mindset

Do you have the same post pandemic professional target you aimed at about 18 months ago? Our professional environments have shifted. Many professionals I speak to feel somewhat out of sync professionally: trying to fit back into environments that just do not fit them anymore.

Are You Perceived As Being Too Easy To Work With?

One Millimeter Mindset

Are you perceived as being too easy to work with? Think about it. Yes, you focus on being a team player. And you always try to do “whatever it takes” to acquire and/or serve colleagues and customers.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Revenue Generation is Everyone’s Collaborative Responsibility

One Millimeter Mindset

Revenue generation is everyone’s collaborative responsibility, regardless of whether it is stated or not in your job description. Are you engaged in revenue generation or cost containment in your current professional role? Instead of either-or, let’s transform your role into yes-and.

A Hopscotch Client Retention Strategy will not boost Client Success

One Millimeter Mindset

If you practice a hopscotch client retention strategy, do not get your hopes up. Making clients successful is hardly child’s play. Co-partnering in your client’s success involves more than adhering to a mostly-linear protocol. Rather, start by being better prepared to weigh risks against opportunities. As a result, serve your clients better and better over the duration of your relationship with them.

One Millimeter Mindset January Professional Innovation Posts

One Millimeter Mindset

The first month of 2021 is nearly completed. I don’t know about you. However, to me, it felt like the month’s progress was a tug-of-war. What a stop-start entry into the new year. So let’s get going, shall we? Because you and I have lots of work to do this year. And even more to accomplish together.

Choose 3 Focus Areas for Your Continuous Learning Strategy

One Millimeter Mindset

Does a continuous learning strategy fit into your professional roadmap? Are you always focused on learning new stuff, different ways of perceiving problems, and additive skills for professional improvement?

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

Successful Collaboration Makes What You Think Actionable

One Millimeter Mindset

Successful collaboration involves taking action on all those marvelous ideas bouncing around inside your brains! Especially taking action on more ideas generated when complex problem-solving, together.

Confusing Customer Service Delivery with Customer Experience Delivery?

One Millimeter Mindset

Do we really understand the difference between customer service delivery and customer experience delivery? Or, do we use the two terms interchangeably? At times, our self-focused perception leaves customer service delivery up to everyone with “service” as part of their job titles. That means we assume customer service is someone else’s responsibility. Certainly not ours. After all, we have more important things to do, selling, engineering, coding, managing. Even leading. Oh really?

Are Your Strategic Business Stories too Ambiguous?

One Millimeter Mindset

What happens when strategic business stories become too ambiguous to everyone, including you? Yesterday, we explored whether your compelling business stories are too specific and tactically focused. Today, let’s explore what happens when your stories get lost in the strategic clouds.

Groups 110

Will You Push Yourself to Make Necessary Hard Calls?

One Millimeter Mindset

Post pandemic professional innovation requires you to push yourself to make necessary hard calls. Deciding on that first push forward is the hardest call you make. Because as you collectively crawl out of your quarantine caves, into the light, you discover the business ecosystem is changed.

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

How Cross Functional Opportunities Redefine Professional Value

One Millimeter Mindset

How many cross functional opportunities do each of us have every day? Because these opportunities can redefine our professional value, moving forward. Cross functional opportunities are created both intentionally as well as arising quite unintentionally.

Towards Holiday and New Year Hope and Purpose

One Millimeter Mindset

Wishing you 2020 Holiday and 2021 New Year Hope and Purpose. As we move forward together towards 2021, we now share a common story: 2020. How will you incorporate your experiences and insights into the value of your professional story, moving forward? One millimeter at a time.

Cross Functional Customer Retention is Key to Strategy

One Millimeter Mindset

An enlightened cross-functional customer retention strategy is key to strategic business success. After all, retaining customers is central to business longevity. You know this. I know this. We all know this. So, why is “this” so difficult to do… cross-functionally?

Three Thanksgiving Gratitude 2020 Paradigm Shifts

One Millimeter Mindset

In 2019, I never imagined I’d be creating a 2020 Thanksgiving Gratitude blog post during a global pandemic. However, this is a very different year for all of us. And so is this blog post.

Tools 101

A Master's Guide to B2B: How Listening to Your Customers Can Grow Your Business

Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate

Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business. The question is - how do you capture all this? Join Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate, for this essential discussion on the ins and outs of brokering the optimal customer interaction.

Which Team Role Are You Most Comfortable Serving In?

One Millimeter Mindset

Which team role do you usually take during meetings? Are you usually boxed into a corner, fulfilling a pre-determined role? Or do you assume a different voice at each meeting? And the voice you speak from depends on the nature of the meeting, the participants, and the desired outcomes.

Retaining Clients leverages an Innovative Customer Retention Strategy

One Millimeter Mindset

Are you creating an innovative customer retention strategy for what is new and next? And nowhere near to whatever has been normal.). Consider that retaining yesterday’s clients just may not be the primary focus of this strategy, either.

Why Colleagues & Clients do not Trust Shifting Story Narratives

One Millimeter Mindset

When you use shifting story narratives to persuade, justify or invite people to join your story, the effect is just the opposite. Instead of saying yes, they can become skeptical: of you, your solution and even your organization.

Focus on Brain Cross Training To Vitalize Team Collaboration

One Millimeter Mindset

Brain cross training is a potent strategy for becoming more professionally visible, cross-functionally relevant, and strategically valuable. And this hybrid skill set is tailor-made for what is new and next in our workplaces. Sound daunting? It’s easier than you think.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

Name The One Millimeter You Will Navigate This Week

One Millimeter Mindset

It definitely is up to you; it is your professional choice. Name the one millimeter you will navigate this week to get to where you really need to go, together. There is that one person, one idea, one project, one concept, one professional discipline which always gives you reason for Pause.

Are You Really Serving Your Best Business Clients?

One Millimeter Mindset

Serving your best business clients is part of everyone’s job description. Because how you serve impacts whether you retain these clients and sustain your business. How well are you doing? Determining how you serve your best business clients starts by defining just who your best business clients are.

Are UnDiscovered Conversations The Key to Client Retention?

One Millimeter Mindset

What happens when you are open to undiscovered conversations? Instead of relying on scripted client conversations to guide your discussions with clients. These memorable conversations arise spontaneously. A dynamic dialogue begins.

Course 100

Pandemic Stories fuel Your Professional Trajectory

One Millimeter Mindset

By now you probably have pandemic stories to tell. Most likely due to the ubiquitous impact of the current health scenario on how we work (and where, when, why, if). How has the pandemic fueled not only your own professional delivery of client-focused solutions?

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

When You Are Busy Delivering It Is Hard To Be Impacting

One Millimeter Mindset

Are you busy delivering non-stop, one-way output to your team? If so, you may fall short of creating opportunities to impact, engage, inspire, take action, and innovate. Together.