200 Words of Wisdom

It’s our 200th blog post!  Similar to how we celebrated our first 100, we will post another 100 words of wisdom from our last 100 posts. We hope you are as inspired as we are.

  1. Be your authentic self
  2. A workplace becomes so much a part of our lives
  3. If we all do one random act of kindness daily, we just might set the world in the right direction
  4. Look inside for inspiration and motivation to get through a day
  5. It’s mission over mood, it’s commitment, it’s fortitude, it’s GRIT
  6. It all comes down to communication and relationships
  7. Success is not an entitlement, you have to earn it
  8. People don’t buy what you do, they buy why you do it
  9. Giving employees a vehicle to give back can boost employee morale and engagement
  10. Overcoming inertia is never an easy step
  11. Be yourself no matter your role
  12. One must have a true desire to learn and grow
  13. Outsourcing partners must place a premium on quality assurance to remain competitive
  14. Make giving back a part of your company culture
  15. Accept people for who they are
  16. Embrace the unique, diverse and creative tendencies
  17. Outsourcing to the Philippines just makes good business sense
  18. We value our people, our consumers and our clients like we say we will
  19. Inspect what’s expected
  20. Stop thinking your way to action and start acting
  21. Outsourcing is not just about cost savings
  22. Value your employees
  23. You must choose to live out mission over mood every single day
  24. Things usually, almost always, NEVER go as planned
  25. A clean vision and purpose will enable people to understand why you do what you do
  26. Actions by company representatives whether good or bad, speak volumes to your customers
  27. The ability to turn followers into leaders is vital
  28. Do what you say you will do
  29. Change happens always and it usually happens fast
  30. In today’s marketplace companies need strong, dependable strategic partners
  31. Intentional quality always pays off
  32. Help shape people to become confident in their decisions
  33. Act your way to leadership
  34. Change happens every day, we often don’t notice it
  35. Utilize your own strengths and capitalize on the strengths of your peers and team
  36. Always place added value into every interaction
  37. Companies that choose to send work offshore must be cognizant and tenacious in their efforts to protect personally identifiable data at all times
  38. A job can lead to a career
  39. Be prepared
  40. Authority. Power. Permit. Allow. Enable. #intentbasedleadership
  41. Stop giving orders
  42. Build trust so people are confident and comfortable with taking risks
  43. Constantly focus on the future
  44. As a company grows, management must focus on building a skilled and talented workforce
  45. Patient contact early in the billing cycle is key to keeping your revenue cycle on track
  46. Be leery of the low cost provider
  47. The way you do things is not always the only way to do them
  48. Take ownership and greater accountability in problem solving
  49. Make the experience unique, valuable and memorable
  50. Kodak can be used to describe the changing healthcare industry
  51. The common thread is trust
  52. Empowerment: Says easy, does hard
  53. Human error is the leading cause of data breach
  54. Satisfied customers are loyal
  55. Be a leader that puts the WE before ME
  56. Analyze the past and look forward
  57. One must have character
  58. Respect other people’s way of thinking
  59. Security needs to be a top priority
  60. Nobody wants to be told what to do, but they do want to be part of the conversation
  61. Always have an end in mind
  62. Don’t surprise your partner (you must work with each other to achieve the goal)
  63. Your agents are the most important touch point in the customer journey
  64. Treat your suppliers as strategic partners – not just vendors
  65. Proactively drive compliance
  66. Always be honest (even to yourself)
  67. Make sure you are engaged and committed to your partnership
  68. We could not and would not stay in business without our partners
  69. Transparency is the key to success
  70. The common thread between the person empowering and the one being empowered is clarity, trust and communication
  71. The name of the game in engagement
  72. Think positively
  73. Empower: Give someone the authority to do something
  74. Partnership engagement is critical in all successful outsourcing partnerships
  75. Everyone is chasing quality, but often at the expense of patient liability
  76. Successful. Productive. And Happy.
  77. Do you proactively respond to change?
  78. A data breach can cause considerable harm to a business and its customers
  79. Ingredients for good customer service are value, listening and understanding
  80. Always educate your users
  81. Make the right call, not necessarily the easy call
  82. Your clients don’t work for you, they work with you
  83. The most vital asset of any company is its customers
  84. We value and strive for a WIN/WIN partnership
  85. The “rules” of partnership engagement
  86. Value is created in many ways
  87. Remember, life always happens
  88. Philippines continues to be a top destination for companies to outsource their operations
  89. Companies need strong, dependable strategic partners
  90. Do everything in an ethical manner
  91. Trust is a vital ingredient in partnerships
  92. Talent inventory management process is key to success in contact centers
  93. Customer Service is an integral part of what we do every day
  94. Strive to provide the type of service that anyone would expect from us
  95. Change is good
  96. Don’t ask why, just empower your leaders
  97. You will never get a second chance at a first response
  98. Always go the extra mile
  99. Give a reason for your employees to want to jump out of bed every morning and come to work
  100. People should always come first
  101. It takes a little while to turn a large vessel
  102. Crawl, walk, run
  103. Patience is a virtue. Still
  104. Keep it real, ya’ll
  105. No one cares about us
  106. It is truly the little things that make all the difference in a customer’s experience with your brand
  107. You have the ability to make your customers speechless
  108. When management gets better, everyone wins
  109. People want a voice and to be heard
  110. The differentiating factor behind how people respond to change is whether they understand the why behind it and if they feel like they have some control or choice over the situation
  111. A transparent partnership creates the foundation for success
  112. An excellent cultural fit between two companies will reduce miscommunications, add efficiency and reduce turnover
  113. If we don’t take care of our customer, someone else will
  114. Know what your employees are passionate about outside of work
  115. Being personal does not mean being fake
  116. Put your ego aside and admit when you make a mistake. Because we all do
  117. The highest return comes back in your currency when you pay others in theirs
  118. Those who have the most influence over others are those that realize it’s not about them
  119. When you do the research to truly understand your customers and how your product or service makes their life better, and you can articulate it in their language, that’s when revenue grows
  120. Remember that your customers, whoever they may be – those who purchase your products/services, employees, coworkers, shareholders, board members – are all people
  121. Put your needs second and any interaction goes a long way
  122. A personal touch in your customer’s experience will make a difference in employees and customer satisfaction, brand loyalty, business performance metrics and, ultimately, the bottom line
  123. Know what makes someone tick, what is important to them, come from where they are, be most honest … and you’ll surprise beyond belief
  124. Customer service isn’t a department, it’s an attitude
  125. Customer service does not look the same for anyone and it is definitely not a one size fits all
  126. Getting the right leaders in place is the most important tactical move you’ll make
  127. The three secret ingredients to a good hire are (in this order): character, competency and chemistry
  128. Happy employees = happy customers
  129. Giving back matters
  130. Given the same position at two different companies, employees tell us they are more engaged at a company that gives the opportunity to make a difference and provide to a greater cause
  131. The more pride, power and insecurity one has or needs the less he or she will be willing to empower others
  132. When the leader gets better, everyone wins
  133. To create a culture of empowerment you must: be willing to accept influence, give grace and think win/win
  134. Give and take
  135. When both sides experience a win, trust is built and hope shines through; both of which are critical in any successful organization
  136. By showing grace, you are able to celebrate the wins and losses, success and failures
  137. The truth is usually in the middle
  138. With the best leaders, when the work is done, the task accomplished, the people will say, “we have done this ourselves”
  139. A lesson that doesn’t kill you is a lesson learned
  140. Allow others to help you
  141. Smile
  142. Improvise
  143. Let rumors roll off your back
  144. Always sport your flair
  145. How do you know when you win? By keeping score
  146. If you want to see value creation, keep score on key metrics and follow the progression forward
  147. Everyone has a story. You never know what is underneath the surface
  148. Teach, don’t tell is a key to growth
  149. A company in growth mode needs a reliable, growing pipeline of leaders
  150. An organization that grooms problem solvers – from the mail room to the board room – will stand poised and ready for each new challenge
  151. The rewards of teaching pay off in managers who are truly seen as leaders and in organizations that have the bench strength to be able to handle larger and more complex business issues
  152. If we look for the bad, or the unfair, or the pain, we will find it
  153. If we look for the good, the joy and the hope, we will find it
  154. Choose to be thankful
  155. Trust that things usually work out
  156. Life doesn’t go the way we want it to, it never has and it never will
  157. Clients and spouses actually have a lot in common
  158. Always tell the truth, the whole truth, and nothing but the truth
  159. Be kind
  160. Never say something you may regret
  161. Pick your battles
  162. Do what you say you’re going to do
  163. Don’t strive for perfection – make 80% just good enough for progress
  164. Life moves pretty fast. If you don’t stop and look around once in a while, you could miss it
  165. It’s good to be uncomfortable
  166. Choose to spread light. You may be the hope someone needs
  167. With every ending there is a beginning
  168. The journey is the destination
  169. Hold yourself more accountable than you do others
  170. Building a great team comes from spotting talent and making it work for you
  171. Everyday spend a couple of minutes learning about a colleague
  172. Good compliance programs are premised on tasks and check lists. Great compliance programs are premised on culture
  173. Don’t be afraid of change
  174. As people we are wired with the need to wake up every morning and live with a purpose
  175. Employees today are looking for much more than just a job from their employers
  176. Top levels of leadership must be present
  177. The most intimate connection you can make with someone in a business context is laughter
  178. Transactions are not relationships
  179. Tell a story that’s bigger than you
  180. ROI = risk of ignoring
  181. Innovation without purpose is a waste of time
  182. If you can’t feel it, it’s wrong
  183. Spend time with your customers, especially in periods of transition
  184. Let your people do the talking
  185. Outsourcing partnerships must be more flexible
  186. Strong leaders require a solid foundation of strong followers
  187. No matter what business you are in, fans (customers) just want you to be authentic
  188. Over time we’ve discovered the real question becomes “Do we have the right partnerships?”
  189. Make it easy for customers to communicate with you
  190. Pick up the phone
  191. Commit to developing internal talent and monitoring their progress
  192. Partnerships built for the long haul require transparency, proof, and most importantly, commitment to your business goals
  193. Fix the environment, not the people
  194. There are things we have control over, and things we don’t. Take charge of the things you can and let go of the others
  195. You must earn the right to do business with your customers
  196. If you pour into your customers and their satisfaction and delight, it will lead to the success of your business
  197. As our company grows, we must grow
  198. Hope without action is only a wish
  199. No one is more valued than someone else, we just bring different gifts to the party
  200. Don’t compromise your values


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