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Structured Enablement in Inbound Call Centres – Rethink Control for ROI
How Size, Structure, and Training Shape Call Centre Outcomes Inbound Call centres vary widely in size, structure, and culture—but they...
Niko Verheulpen
Apr 1510 min read
13 views
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Are Customer Service Managers Training Their Teams, or Risk Becoming the New Customer Service Reps in an AI-Dominated World?
It’s 8 a.m., and Emma, an experienced customer service representative, picks up the phone. The familiar voice of Mr. Johnson greets...
Niko Verheulpen
Mar 248 min read
16 views
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People Disclose Personal Thoughts All the Time
Self-Disclosure in Business: A Powerful Tool or a Hidden Risk?
Niko Verheulpen
Mar 55 min read
18 views
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Beyond Perception - How Selective Disclosure and Confirmation Bias Undermine Leadership and Empowerment
How Selective Disclosure and Confirmation Bias Undermine Leadership and Empowerment.
Niko Verheulpen
Sep 16, 20247 min read
32 views
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Silent Sovereignty - The Unheard Voices Behind the Throne
What really happens when no one speaks their mind—and what leaders might be missing. The illusion of alignment In many workplaces, the...
Niko Verheulpen
Mar 10, 20243 min read
35 views
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Navigating Languishing - From Personal Reflection to Organisational Vision
Navigating Languishing - From Personal Reflection to Organisational Vision
Niko Verheulpen
Feb 18, 20243 min read
25 views
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Leading with Quiet Strength? - The Power of Transparent Leadership
Leading with Quiet Strength - The Power of Transparent Leadership
Niko Verheulpen
Feb 18, 20242 min read
23 views
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Harmony in Hustle, the True Essence of Work-Life Balance
True Essence of Work-Life Balance
Staci Callender
Feb 2, 20241 min read
13 views
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A small Nudge can do Wonders
Why light-touch support can move managers—and their teams—closer to what matters.  Not all progress is dramatic. Sometimes, the biggest...
Niko Verheulpen
Jan 31, 20242 min read
9 views
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Building Psychological Safety at Work - Key Strategies
Building Psychological Safety at Work: Key Strategies
Niko Verheulpen
Nov 11, 20233 min read
11 views
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Creating a Diverse and Inclusive Workplace - A Guide to Maximising ROI Through Internal and External Impact
Creating a Diverse and Inclusive Workplace
Staci Callender
Nov 11, 20233 min read
10 views
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Maximise Your Sales Potential with Lean Six Sigma
Maximize Your Sales Potential with Lean Six Sigma
Staci Callender
Nov 11, 20233 min read
27 views
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Where Businesses Thrive - The Crucial Duo of Performance Management and External Coaches
Power of Performance Management in Your Organisation
Staci Callender
Nov 11, 20233 min read
74 views
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