Recently, I went to a conference for bank trainers. As I talked to trainers and other bank leaders, everyone shared their two biggest annoyances:

When we talk with call centers that handle a lot of troubleshooting calls, they often have a common goal — to reduce call escalations.

I have a terrible memory, which isn’t ideal for most life situations. So, I’ve gotten into the habit of setting reminders along my path so I don’t forget things.

Every business needs standard operating procedures (SOPs).

Being tasked with documenting the policies and procedures for your bank is like being selected for the Hunger Games — no one wants to do that.

Sometimes when I look at the different types of knowledge bases available, I feel like I’m comparing an orange and a tangerine. They seem so similar and yet I know that they are different.

Confession: Whenever I go shopping, I look at the price tag on something before I take a really good look at the product.

If you're in a business that has compliance regulations, mistakes are not an option. Mistakes can lead to:

Whether we mean to or not, we score everything in life.

When I coached high school volleyball, each of my players had different strengths and weaknesses.