Leading Blog

MARCH 1, 2020

Cops chase robbers, doctors treat patients with chronic illnesses, and call-center reps address customer complaints. Embarking on a journey of self-reflection and discovery, he forged a path to revolutionize his leadership and transform his career trajectory. Friedman and Alyssa F. But it doesn't have to be this way.

Books 432

Books Handbook Leadership Tactics 432

Let's Grow Leaders

FEBRUARY 25, 2015

For My LGL Call Center Peeps. I know many of you work in a call center world. I’ve been doing a good bit of work and writing recently for call centers that I thought would be useful to share. 5 Myths Hurting Your Call Center Strategy. What Every Great Call Center Needs.

Call Center 180

Call Center Team Covey Discount 180

Let's Grow Leaders

SEPTEMBER 6, 2021

He was my technical expert— he knew everything about the network and call center operations. Back in my Verizon days, one of my favorite peers, Dan, and I were always advocating for one another—but for completely different things. And I was his HR and team development sounding board.

How To 551

How To Learning-by-Doing Course Call Center 551

Terry Starbucker

AUGUST 27, 2017

The best example of “trap avoidance” working in the real world, for me, was during my cable TV career when I was talking to a call center agent about the “ policy ” of doing everything in her power to avoid a costly truck roll to a customer’s house. I rolled the truck, and I don’t care about the consequences”.

Call Center 192

Call Center Letter Policies Guidelines 192

Let's Grow Leaders

AUGUST 14, 2015

When I was fairly young in my HR career, I was walking by my boss’ boss’ office (let’s call him Eric) while visiting our corporate headquarters in Manhattan. Without leaving his desk, he called out: Karin, can you please do me a favor? Sally, the Senior VP of our call center division has an absence problem.

Call Center 180

Call Center Career Mentor Politics 180

CEO Blog

JANUARY 2, 2011

I always knew that my career at the Air Maple Leaf call center would lead to great things." Nahassbaalapan will maintain his office in India and will be working primarily at night, due to the time difference between Canada and India. "I

Mintzberg 189

Mintzberg Management Outsourcing CEO 189

Lead on Purpose

NOVEMBER 10, 2012

Where call centers are notoriously known for their low morale and high staff turnover, Kevin decided to follow a non traditional strategy with regards to his employees. Schools worldwide offer various forms of Master’s programs designed for career professionals who want to enhance their abilities.

Leadership 227

Leadership Education Short-term Competitive Advantage 227

Let's Grow Leaders

JUNE 13, 2016

When asked if the training job was not available, if he would be willing take a call center manager job for a few years. Before starting LGL, I made a career of dramatic cross-functional moves within Verizon- but I didn’t apply for them all at the same time. He appeared desperate. Have A Plan.

Cost 180

Cost Call Center Workshop Download 180

The Horizons Tracker

FEBRUARY 10, 2022

Mentoring is a time-honored approach to help people in their careers, but research from Harvard Business School argues that it often fails to hit the mark. The effectiveness of these programs is often unknown, however, so the researchers worked with a call center firm to understand how mentoring works.

Mentor 145

Mentor How To Call Center Career 145

Talent Anarchy 1

SEPTEMBER 12, 2017

Over the course of my career, I’ve found that at the core of so many organizational challenges, whether it’s with employee engagement, performance or innovation, is a damaged relationship (i.e. In one case study, they used this tool (among others) to diagnose the differences between team performance within a call center at GM.

Call Center 118

Call Center Case Study Bottom-up Travel 118

Chart Your Course

SEPTEMBER 16, 2018

Like millennials, Gen Z is invested in personal and career development. Even something as standard as a company call center should be configured for the Gen Z working style. Even something as standard as a company call center should be configured for the Gen Z working style. Assure Job Security.

Call Center 100

Call Center Career Environment Course 100

Lead Change Blog

MAY 5, 2015

This section made me recall times in my career when I had difficulty seeing past defensiveness and fear of how my choices would be perceived rather than the root cause of a problem. When I was involved in contact center work, a problem like reps spending too much time on the phone could easily lead me to feel backed into a corner.

Management 150

Management Blanchard Books Call Center 150

CO2

AUGUST 7, 2012

I worked in the call center industry for many years, and I’m proud of what I accomplished there, but when I left, I wanted to do and be something new. Related Posts: Career Move Mindset (Part 1). You may blend in, but you won’t stand out. I worked hard to own a new and different space in people’s minds.

Brand 125

Brand Executive Coaching Storytelling Call Center 125

Women on Business

JANUARY 11, 2011

Your federal small business loan can fund a call center and answering service , linking local talent to employers nationwide. Detroit , MI With the auto industry and heavy manufacturing in decline, Detroit is using its stimulus dollars to combat soaring unemployment.

Press Release 157

Press Release Discount Education Transportation 157

Decker Communication

JUNE 28, 2021

I’ve been lucky enough to manage people for most of my career. While I loved all my roles, one in particular really helped me grow as a leader — managing a call center in financial services. The energy in a call center is incredible. Take a moment to revisit the call center, reimagined for the hybrid world.

Call Center 95

Call Center Energy Participative Tools 95

Strategy Driven

JUNE 19, 2014

Craig’s expertise in maximizing the sales process – and Listen Up Español’s impressive track record of higher conversion rates and higher average order value than any other Spanish language call center – was achieved from the ground up, having started his professional career in door-to-door sales and rising through the ranks in many call centers.

Call Center 90

Call Center Incentives Library Document 90

The Horizons Tracker

JANUARY 11, 2021

Coaching and mentoring have seldom been more popular, with a growing consensus that it can be vital to our career development. Traditionally, the role of the mentor has been filled by an experienced colleague who can provide us with the wisdom they’ve gained over their careers.

Bottom-up 88

Bottom-up Mentor Consensus Call Center 88

Leadership Freak

NOVEMBER 27, 2017

In the book, Friedman revealed how drive-thru windows aren't staffed by attendants inside, but by a call center hundreds miles away, so of course, I had to run out, jump in my car and see it for myself! The first time I read Paradigms almost 25 years ago, it led me to disrupt and then change my career. You are correct.

Trends 100

Trends Open-book Blanchard Learning-by-Doing 100

Innovation Excellence

JUNE 13, 2022

Turns out the pandemic prompted mass numbers of employees finally say, “take this job and shove it” to employers and careers they don’t like. Life is too short to be miserable at work. In a recent NICE Webinar, we discussed … Continue reading →

Webinar 98

Webinar Career Call Center Globalization 98

Skip Prichard

JANUARY 14, 2020

As someone who has spent their career going inside organizations that do customer service extremely well – from Nordstrom, USAA, Southwest Airlines, Zappos , L.L. I blame many of these dubious ideas on the many stories about flashy cultural elements that are, in my opinion, coincidental to a company’s greatness.

Airlines 115

Airlines Mission Statement Customer Loyalty Mayo 115

Surviving Leadership

NOVEMBER 2, 2017

Early in my HR career, I worked for a large Fortune 200 organization that sold pay TV. We were geographically dispersed – call centers, field technicians, and a big ol’ headquarters filling two rather large office buildings. The culture at this place was…I’ll say challenging.

Human Resources 75

Human Resources Call Center CEO Career 75

Decker Communication

JUNE 28, 2021

I’ve been lucky enough to manage people for most of my career. While I loved all my roles, one in particular really helped me grow as a leader — managing a call center in financial services. The energy in a call center is incredible. Take a moment to revisit the call center, reimagined for the hybrid world.

Call Center 52

Call Center Energy Participative Tools 52

Terry Starbucker

JULY 23, 2018

I started my career as a certified public accountant –because it was the fastest way to a professional paycheck. I knew the new suit really “fit” the day I sat in my office and decided to personally meet face to face with 87 people we had decided to lay off in a call center consolidation. The fair exit package wasn’t enough.

Leadership 181

Leadership Learning-by-Doing Follow-up COO 181

HR Digest

JUNE 7, 2024

The fear of talking over the phone is something you should work on for your own sake, as it may be useful later on in your career. Employees at call centers and other occupations who need to be on the phone constantly must get over their fears of talking on the phone or risk losing their jobs.

Resistance 92

Resistance Reference Consensus Call Center 92

Steve Farber

MARCH 20, 2017

Now retired, Dick started his career washing cars as a “Lot Boy” for Bank of America and eventually became a senior vice president. Dick actually closed the call center for a short period of time to bring everyone together when he announced the promotion and presented the framed letter to Charlene.

Letter 74

Letter Budgeting Cost Call Center 74

Strategy Driven

NOVEMBER 18, 2015

But first, ask yourself why you want to make a career out of your hobby? And because technology now enables work to be a thing you do rather than a place you go, the opportunity to identify and develop unique career pathways is greater than ever! Boil down the essence of your purpose because it will drive you to success.

Simon 50

Simon Self-aware Call Center Agility 50

Surviving Leadership

OCTOBER 29, 2018

This would include a day spent with an installation tech and a day spent with a call center agent – preferably, in a market other than your own. I cut my teeth on corporate America there and have carried those lesson with me throughout my career.

CFO 58

CFO P&L Call Center COO 58

Miles Anthony Smith

APRIL 1, 2019

While not every tool is guaranteed to work for your team, if you’re looking to boost your customer service capacity, a great tool to consider for your business is a virtual call center. Take Full Advantage of Social Media Social media has proven to be a powerful aid for businesses to communicate with customers.

Skills 60

Skills Tips Call Center Bottom-up 60

Strategy Driven

APRIL 24, 2014

Army Infantry, and later in my career as a Drill Sergeant. Instead of having an odd man out, I kept an old, beat up call center chair and my team got the good chairs until mine could be replaced. Army: Loyalty, Duty, Respect, Selfless service, Honor, Integrity, and Personal courage. We didn’t get enough delivered though.

Development 59

Development Team Loyalty Due Diligence 59

Harvard Business Review

OCTOBER 17, 2011

I recently polled a trailblazing group of women leaders — Northwestern University's Council of 100 — about their careers. How many of us were in the same job or even on the same career path today as we were when we graduated from college? The answer was three: three out of one hundred women.

Career 20

Career Travel Long-term Call Center 20

Harvard Business Review

JULY 24, 2013

They appreciate the ability to schedule their lives around their work rather than the other way around - and some may even value this flexibility more than career advancement. Moreover, being alone helps some people avoid the frustrations and annoyances of office life. Of course, there''s a catch.

Call Center 15

Call Center Banking Survey Participative 15

Harvard Business Review

JULY 12, 2011

Rules allow managers a surefire way to dodge their responsibility and protect their career. When customers contact a call center, it's because there is an exception within the existing process and they need judgment that only employees can provide.

Metrics 18

Metrics Film Call Center Guidelines 18

Harvard Business Review

NOVEMBER 4, 2011

Witnessing the downward-spiral of Carla Sanders' career was painful — yet her experience offers an important commentary on the requirements of executive leadership in today's organizations. Shortly thereafter, the pace of her career progress began to stall. Carla's an actual executive whose name has been changed.).

Proposal 13

Proposal Cialdini Execution Career 13

Harvard Business Review

DECEMBER 18, 2013

Sodexo developed both a mobile-optimized career site and an app to pull together information about the company’s recruiting efforts into one easy-for-Millennials-to-access place. Career planning Social media' Mobile Recruiting Apps. How an Auction Can Identify Your Best Talent. We Can Now Automate Hiring. Is that Good?

Company 15

Company Media Engineering Software 15

Harvard Business Review

OCTOBER 30, 2014

Today, we talk about giving employees a consumer-like experience: not “jobs,” but meaningful careers; not “roles”, but a sense of purpose. In much of the industrialized world, work has changed dramatically in the past 100 years. We have come a long way since the early days of assembly lines and Fordism.

Talent Management 14

Talent Management Human Resources Taylor Taylorism 14

Harvard Business Review

AUGUST 31, 2018

The women in my sample were asked to think back on two defining career moments that best prepared them to advance. How People Get Ahead. What were the critical events, and what lessons did they learn? I had a very diverse team with a very different and strong culture.

Management 15

Management Tacit Knowledge Diversity Leadership Pipeline 15

Harvard Business Review

FEBRUARY 9, 2011

Frontier Communications, for example, has found that work-at-home agents are 25% more productive and have double the retention rate of work-in-the-call-center agents. In fact, there's a lot of evidence that lattice ways to work can actually raise productivity.

Products 15

Products Productivity Real Estate Bottom-up 15