Let's Grow Leaders

FEBRUARY 12, 2014

.” -Larry Bird I walked into the call center training room and the team was all working on the call center equivalent of a basketball “3 pointer” […] The post Focus on the Fundamentals appeared first on Let's Grow Leaders. But… When Running Away is Running Toward.

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Let's Grow Leaders

FEBRUARY 25, 2015

7 Basic Leadership Competencies Every Team Leader Must Master. The biggest request I get for leadership development is not: “How do I get my A players to the next level?” What have you found are the most frequently underdeveloped leadership basics? For My LGL Call Center Peeps. 16CCW_LETSGROWLEADERS.

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Let's Grow Leaders

FEBRUARY 16, 2015

One of the most important leadership lessons of my life happened five minutes after I stepped off that stage. I’d been giving out recognition awards on my massive “road trip,” a 27 states in 45 days kind of tour of motivational kick off meetings in Verizon Wireless’ outsourced call centers.

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Terry Starbucker

DECEMBER 8, 2013

The “ getting things done ” part of leadership is where the successes get separated from the failures, and oftentimes it doesn’t get the attention that it truly deserves. The post Getting Things Done: How Great Leadership Moves From Talk To Action appeared first on Terry "Starbucker" St. Leadership'

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Lead Change Blog

APRIL 8, 2014

Because despite all our efforts to “lead change” and encourage servant leadership, most of our readers are struggling in imperfect hierarchical organizations working for an imperfect boss. She knows the long road of the marathon runner and the joy of good song, all of which inform her leadership. And even as [.]

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Lead Change Blog

MAY 29, 2014

Read more… Author information Karin Hurt CEO at Let''s Grow Leaders Karin hurt is CEO of Let''s Grow Leaders, a leadership consulting firm focused on helping companies achieve transformational results by building rock-solid frontline leadership teams. Karin lives in Baltimore with her husband and two sons.

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Lead on Purpose

NOVEMBER 10, 2012

Throughout the ages, leaders and followers alike have wondered whether the process of leadership depends on inborn traits or whether it can be taught. Still, some people who strive for leadership never quite achieve it. Leadership skills can be taught. What is different about strategic leadership?

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Let's Grow Leaders

SEPTEMBER 22, 2014

I’ve spearheaded many such initiatives over the years, including the modeling of all the leadership jobs that were used in merger selection of the executive team. call center directors, team leaders). Here’s what such an informal competency could look like in the call center director world. An Example.

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Let's Grow Leaders

SEPTEMBER 6, 2021

Whenever anyone asks me what leadership lessons I wished I’d learned sooner, I always have the same response. He was my technical expert— he knew everything about the network and call center operations. But don’t overlook the importance of a network of strong peer relationships. 4 Vital Peer Relationships To Nurture.

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Terry Starbucker

APRIL 3, 2011

And within the meaning of that song is an extremely valuable leadership lesson. Or knowing that a call center agent puts on a headset at 8AM, and aside from breaks and lunch, the calls NEVER stop. Or she’ll walk. In fact, I would say that it’s one of the absolute “must dos&#. It’s about them.

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Management Excellence

MAY 4, 2011

Note from Art: this is a rave. I was on the receiving end of one too many miserable support experiences recently, and this is my, “I’m Madder than Hell…” response. To the Executives and CEOs who believe it is a good idea to make your customer's lives miserable, get a clue.

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Let's Grow Leaders

OCTOBER 21, 2015

For example, when I am positioning myself for change management work in the call center space, I do believe I have a cocktail that is unique. I’m uniquely positioned to help a call center turn their results around. and I’m about to publish a book for AMACOM based on that experience. Namaste, Karin.

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Terry Starbucker

JULY 23, 2018

Leadership is one of my life’s great passions – and I’m pleased to share with you my journey (in three parts in 3 weeks) to what I consider to be the heart of great More Human leadership – the success trifecta. Along the way I learned SO many things about leadership, because I had the honor of actually DOING it.

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Terry Starbucker

MAY 22, 2016

This is another installment of excerpts from my book manuscript of “More Human: A Journey To The Heart Of Great Leadership”. This excerpt tells two very contrasting stories about a job of leadership that is never, ever, easy – having to let people go. We needed a central call center. The tech broke the silence.

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Leading Blog

NOVEMBER 5, 2018

Users connect with you through call centers, emails, searches, your website, and networking events. The case studies will help you to look at your organization differently. * * * Like us on Instagram and Facebook for additional leadership and personal development ideas. * * *. This is true for churches too.

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Terry Starbucker

JULY 19, 2015

Note: This is the 4rd installment of excerpts from my book manuscript of “More Human: A Journey To The Heart Of Great Leadership”. . It was a marker I could meaningfully connect to a higher purpose of employee happiness -one of the key principles of More Human Leadership. Failing the Supermarket Test. Bob was insistent. “We

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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”.

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Terry Starbucker

JULY 5, 2015

Note: This is the 3rd installment of excerpts from my book manuscript of “More Human: A Journey To The Heart Of Great Leadership” The first installment is here , and the second here. . It is a key step towards building the culture of accountability that is the heart of More Human leadership. ” – Robert Orben.

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Terry Starbucker

SEPTEMBER 6, 2015

It was one of the worst things that could possibly happen – no phone, no internet, ANYWHERE – even at our own call centers. That was my NOC Manager– calling it as he saw it, even if the arrow was pointed at him. That was the thing about the leadership team we had built – I never had to “come down” on them. It’s on me”.

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How To Leadership Engineering Bottom-up 150

Decker Communication

JUNE 28, 2021

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.

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Call Center Energy Insurance Participative 95

The Empowered Buisness

JULY 14, 2015

It’s called motivational profiling. Your underlying (and often unconscious) attitudes and motivations determine what you pay attention to and focus on in your leadership role. Before delving into 7 key leadership motivation patterns, let’s first look at 3 often-missed truths about performance. Decision making style.

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Terry Starbucker

JUNE 19, 2011

A lot of it surrounded improvements to call centers, and this was where the dilemma came to the surface. The implication was clear – improve the call center “service level” (the percentage of calls answered within 30 seconds), or suffer the slings and arrows of impatient customers. But that costs money.

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Let's Grow Leaders

FEBRUARY 20, 2023

If you’re a customer-service call-center supervisor, your key behaviors might include: Huddle with your team each day to connect and communicate. Listen to calls and provide balanced performance feedback. If you’re a convenience store retail manager, your key behaviors might include: Keep products stocked.

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Metrics Balanced Scorecard Stress Long-term 266

Chart Your Course

SEPTEMBER 23, 2014

The Harvard Business Review published the results of a study that followed employees of a Chinese call center called Ctrip. Half of the workers telecommuted for nine months while the rest remained in the call center. These are the businesses that will be left behind and lose good employees in the process.

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Call Center Human Resources How To Cooper 207

Mike Cardus

MAY 10, 2020

Current Method Better Way Process – in the webinar, I share how we used this process to look at how a client call center that took only incoming calls, changes 1/2 of their team to outgoing sales and check-in on customer calls. This change led to a significant increase in revenue and customer connections.

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Eric Jacobson

OCTOBER 9, 2014

Did the employee fumble when transferring the call if making a transfer was necessary? Was there distracting background noise on the employee''s end during the call? Call Centers Eric Jacobson on Leadership and Management'

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Next Level Blog

MARCH 12, 2019

Sit In with the Front Liners – In our Next Level Leadership® group coaching program , we have high potential leaders shadow senior leaders for a day. In one of our client companies, members of the senior team each spent at least a day sitting in with the employees who staff their customer call center.

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Terry Starbucker

APRIL 13, 2011

The best example of “trap avoidance&# working in the real world, for me, was 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.

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Call Center Policies Guidelines Letter 278

LDRLB

OCTOBER 1, 2012

If you don’t have a factory, work in the store or the call center or the warehouse or… Handle Consumer Complaints. Sometimes I had to stay late on a Friday to make five telephone calls to make my weekly quota. Our factory workers loved the fact that I was willing to “get dirty with them.” Okay, I have to come clean here.

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Terry Starbucker

OCTOBER 9, 2016

Respect is a much-talked and much-written about cornerstone of effective leadership, particularly the more human kind. Or knowing that a call center agent puts on a headset at 8AM, and aside from breaks and lunch, the calls NEVER stop. But it’s not all about YOU getting respect. It’s about the people you lead.

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Kate Nasser

JANUARY 13, 2019

As we explore customer experience leadership, it’s amazing how much we learn from asking the simple question, What do customers wish we would do? The answers to this question ensure that our customer experience leadership focuses on what truly matters to customers. So let’s look at those answers! Image by Michael W.

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Lead Change Blog

JUNE 22, 2020

On one occasion, a group of us were working on a national project to improve call center productivity. Ah, how our brains love certainty. I’ve tumbled into the trap of certainty trap several times. We were certain the solution we’d designed would solve the problem.

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Decker Communication

JUNE 28, 2021

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.

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Call Center Energy Insurance Participative 52

Decker Communication

NOVEMBER 21, 2019

Those were the words of the leader of one of our multi-billion dollar clients, which accents the amazing changes in leadership over the last 40 years. . As we close out the decade, let’s look at how leadership has become decentralized and team-oriented. The Days of Centralized Leadership in Business are Long Gone. .

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Lead Change Blog

MARCH 1, 2018

For instance, if you hire a call center and have received several customers commenting on their great interaction with a certain representative, let her manager know. A simple note or email can make a world of difference.

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Terry Starbucker

APRIL 5, 2015

This morning I was reading the business section of the Oregonian and I saw these survey statistics – 86 percent of employees trust their leadership less today than they did 5 years ago, and 70 percent of people say they are “disengaged at work” What’s going on? Leadership' Or she’ll walk. And it’s good.

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Lead Change Blog

JANUARY 13, 2015

In our Chip Shots feature, our Leading Voices are invited to provide brief insights into a leadership dilemma. Leadership is not about being the pawn of a certain constituency; it is about following core principles and values in carrying out the mission you were charged with implementing. Our first Chip Shots post can be viewed here.

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