Recent Posts

Seeking Call Center Excellence?

By Rich Jones | February 12, 2019

Call centers are driven by data and key performance measures. Setting those KPMs is both the challenge and the opportunity. One measure I frequently find for call centers is abandon rates. The averages I typically see are 5-8%. But, be careful of measuring yourself against peers on this measure because if you are just a…

Words Matter in Leadership

By Rich Jones | January 16, 2019

“Words Matter,” I did not create this phrase.  The first time I heard it was from a great CEO I worked for, Gerry Agnes, at Elevations Credit Union. He used this short statement often.  However, these two words take on a lot of nuanced meanings. When used in grammar and spelling, words say a lot…

Is your job spiraling into (un)planned obsolescence?

By Rich Jones | January 16, 2019

Will robotics, machine learning, and artificial intelligence, the buzzwords of this decade, disrupt your job? Here are the types of situations that are at risk: Tasks that are simple and repetitious Functions that take require decisions that can easily be taught to another Jobs that involve data entry from disparate sources Tasks that provide reactive…

White Papers

By Rich Jones | January 1, 2019

Career Setback or “The Sky Is Falling”?

By Rich Jones | January 1, 2019

If it hasn’t happened yet, it will. Suddenly, seemingly out of the blue, you get; pick one: Demoted, laid off, fired, passed over, or criticized for your execution of a project. What happens next will determine your future for a long, long time. When a career setback happens, it will most likely be very emotional.…

Lifetime Acheivement

By Rich Jones | January 1, 2019

Air Travel, Leading and Stress

By Rich Jones | September 5, 2018

Stress is part of our lives. Outside forces can cause us stress, and we can cause stress for others and ourselves. Air travel is a source of stress; that’s what makes it a good metaphor for stress management behaviors. Many people find air travel very stressful. The stress surrounding air travel is not unlike the…

Three Things That Go Wrong with Data Reports

By Rich Jones | August 19, 2018

A consistent issue most credit unions have is the lack of consistency from one report to the next. To diagnose why this inconsistency exists we should look first at these three elements of the report: Timing – two reports run at two different end times or interval times will tell different stories. But it’s not…

Is Your Culture Ready for Data Analytics?

By Rich Jones | June 27, 2018

When most of us think about data, we think about numbers, charts, graphs, and reports. However, we need to talk about CULTURE. Collecting, aggregating, normalizing, manipulating, and presenting data seems to consume the conversation. However, here is the question we need to ask ourselves, “Is our culture ready to become truly data-driven?” Too often organizations…