ARTICLES
THE PRACTICE OF LEADERSHIP
Throughout my 20-year career, I have had the privilege of acquiring extensive domain expertise in various niche business topics, each presenting unique challenges. So it is with great enthusiasm that I dedicate this page to sharing my insights and best practices.
I invite you to connect with any questions, concerns, or feedback. Together, we can collaborate on designing practical solutions and guiding successful implementations.
AI: A Brief Introduction
Introduction to AI by Rohan George Service
AI or Artificial Intelligence refers to the development of computer systems that can perform tasks that typically require human...
Framing the Abilene Paradox
Let’s take a step back and dive into the intriguing world of the Abilene Paradox. Picture this: a scorching afternoon in Coleman, Texas, and a family gathered on a porch,...
Introduction
In the pursuit of delivering exceptional customer experiences, businesses often focus on factors like personalization, speed, and responsiveness. However, one crucial element that is often...
Background
“Bike-shedding” is a cognitive bias that often arises in group interactions. It refers to the tendency of individuals to allocate disproportionate attention and resources to trivial or familiar...
Overview
Emotional Intelligence (EI), put simply, is the ability to recognize, understand, and manage one’s own emotions, as well as the emotions of others. Often considered an area of concern...
Overview
Our increasingly value-centric world continues to demand that we look beyond the basic use of Averages to that of Attainment when managing performance. Average, as we know, is about getting...
Overview
AHT is essential to contact center efficiency because it directly impacts how many customer contacts each representative and collectively a program can handle. When contact volume is finite,...