Impact Management

"false hustle": Transforming Customer Experience from Illusion to Impact In the high-stakes world of modern business, where customer loyalty is the linchpin of success, contact centers stand as the unsung heroes. Yet, despite their critical role, many centers unknowingly sabotage their efforts through a phenomenon known as "false hustle", the misguided pursuit of efficiency at the expense of genuine customer satisfaction. In false hustle, Tom Laird, CEO of Expivia and OttoQA, brings over three decades of industry expertise to light, offering a revolutionary approach to customer experience (...

Doing the right job the right way is critical to your professional success. Influence and Impact provides an easy-to-follow, common sense approach to building influence at any level of an organization. Accomplished leadership and executive coaches Bill Berman and George Bradt offer a fresh perspective on evaluating what values, strengths, and capabilities you bring to your role; how you can develop new skills to increase your influence; and determining if you are in the right place to have the greatest impact.

Extensive research has identified specific traits that transform average individuals into authoritative, influential, and "authentic" leaders. These authentic leaders learn from the mistakes and successes of themselves and others and build a positive strength initiative within their organizations. In The High Impact Leader, Gallup veterans Bruce Avolio and Fred Luthans show you what you can do to develop and leverage your own leadership strengths into positive, lasting improvement for both yourself and your organization.

What enables some talented people to rise to the top and live their full ambitions at work and in life, while others stop short? In 2008, Joanna Barsh launched and sponsored Tthe Centered Leadership Project at McKinsey and Company to answer that very question. In the process, they uncovered what distinguishes leaders who are successful from those who achieve true greatness. They called it Centered Leadership because these leaders find their balance in the midst of chaos and lead from their most resourceful self to unleash the potential of others.

People functioning at the highest level are what the authors call 10x leaders. Research on these leaders consistently brought up five major strengths. This book teaches readers to become a 10x leader using these five key areas, the SHARP framework.

Why are we the way we are? Why do some of us find it impossible to calm a quick temper or to shake anxiety? The debate has always been divided between nature and nurture, but as psychology professor Daniel P. Keating demonstrates in Born Anxious, new DNA science points to a third factor that allows us to inherit both the nature and the nurture of previous generations - with significant consequences.

Unleash the elemental power of nature with "Wildfire Dynamics," a groundbreaking eBook that dives deep into the fiery heart of wildfires. This comprehensive guide offers an immersive exploration into the complex world of wildfire behavior, capturing the interplay between fire and the environment in unprecedented detail. Begin your journey with the basics of fire ecology, tracing the historical footsteps of wildfires and unraveling the mechanisms of fire spread and intensity. Then, navigate through the vast array of factors that influence wildfire behavior, from the undulating topography and...

Dive into the compelling narrative of Human Impacts, an exploration of the profound and often destructive role humans play in shaping wildfire landscapes around the globe. This comprehensive eBook serves as a crucial guide for understanding the complex interplay between our actions and the natural world, offering insights into how past and present human activities contribute to increasingly severe wildfire phenomena. Start your journey with an introduction to human-induced wildfires, exploring the historical context and current trends that define this escalating issue. As urban areas expand...

Los negocios se construyen sobre el crecimiento de las relaciones con los clientes. La cultura se crea con las historias que cuentan dichas relaciones. Dos de los factores diferenciales de un negocio son su talento y su cultura. El talento energizado por una cultura cautivante impulsara el exito de una organizacion y proporcionara oportunidades de crecimiento innovador, tanto para el negocio como para el individuo.

Meet your secret weapon for a better career. You can advance at work only as far as clients and stakeholders are willing to act on your knowledge and recommendations. If you want decision makers to give you the green light, make the decisions you want, hire, or champion the success of your projects, you must learn the art of talking with your stakeholders. Alexandra Mack understands the impact you want to make and the challenges standing in your way. In Talking to Stakeholders, she presents actionable, proven strategies to communicate and connect with anyone wielding the power to help or ...

A Force For Good is an engaging journey for visionary women founders, aiming to amplify the impact, scale, and profitability of their businesses. Authored by Coco Sellman, a five-time founder, impact investor, mentor to 500+ startups, and creator of the Force for Good System™, this book offers a detailed pathway and comprehensive toolkit for leading and expanding visionary companies. This book empowers women to build high-impact, high-growth enterprises by providing practical rituals, tools, and strategies for success.

In times of accelerated change and disruption, peoples’ lagging ability to adapt opens Pandora’s Box for destructive conflict, burnout, and division. In this Black Belt Edition of Spiral Impact: The Power to Get It Done with Grace, Karen Valencic shares how to bring forth your True Power and master the art of conflict to help you foster collaboration, innovation, and civility, greatly impacting your individual sense of freedom and engagement in your life.

Leadership is hard and can be overwhelming. We get triggered, hijacked and derailed under pressure. We overreact. We say something we regret. Sometimes we don’t say what we should. We struggle to recover. We feel perplexed by the emotional and relational complexities of leadership. We wonder whether we’re doing the right things in the right way.

Through this practical and reflective process, you will have the tools that you need to move forward. At the end of this journey, you will be equipped to take charge of your career and move in a direction of sustainable success.

In Compound Impact, Amy Salo makes the case for a sea change within the financial guidance industry that has the potential to ripple out across communities and through generations. In this engaging, practical blueprint for advisor success in the new era, Salo provides strategies and insights to help both advisors and industry leaders align with a client-centered, impact-driven model of guidance and design a better financial future for all Americans.

Have you ever thought about how you could use your day job to change the world? Imagine if you could harness your professional skills, knowledge and experience to help address our biggest social and environmental challenges? In this book, Seán Barnes shows how to do just that. In the process you will learn how to harness your skills and talents to take action, how to lift your professional work to a new level of contribution, and where to start today. Explore practical advice on how you can play your part in creating positive change.

In our pursuit of success, we often struggle to balance the world's demands with our own dreams. Some of us pursue Outer Success, wanting to be liked and loved, supported and promoted. But in our quest for worldly glory, we may ignore the subtle stirring of our spirit, waking up one day to realize just how far we have drifted from our personal ideals. Others among us seek Inner Success, wanting the freedom to pursue our own calling. But in our quest to be true to ourselves, we may end up hurting, disappointing or antagonizing others, straining relationships and being sidelined.

More importantly, the world needs your humanized leadership. You must create trust, clearly communicate, coach powerfully, and customize every step of the way to the various types of people you are privileged to lead. This leader is ever aware that other humans execute the processes which drive the profits—people are always at the center.

Too many people fail to take control of their lives, allowing themselves to fall victim and accept whatever happens. When you choose to dream and defy the naysayers all around you can change direction and accomplish nearly anything you set out to achieve. In Changing Direction, Mary Miller lays out 10 choices anyone can make to impact his or her dreams. By concentrating on improving the future, you become a new, happier and more energized person.

Despite Agile's dominance in software development, 81% of UK and 89% of US business leaders are concerned about the timely delivery of projects. The success rates for transformation initiatives are alarming, with 96% of Agile transformations and 70% of digital transformations failing. Just 10% of companies that enter restructuring survive the process. Personal transformation success is also exceedingly rare, with only 7.5% of smokers successfully quitting despite 55% attempting to quit each year and just 1.8% of obese individuals maintaining a modest 5% weight loss over five years.