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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Leadership Metrics Short-term Drucker 339

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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Course Leadership Call Center Process 288

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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Wireless Wiseman Call Center Outsourcing 295

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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Micromanagement Wireless Wiseman Call Center 294

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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Leadership Education Short-term Competitive Advantage 227

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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How To Learning-by-Doing Course Call Center 551

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.

Call Center 180

Call Center Team Covey Discount 180

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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Call Center Metrics Bottom-up Cost 264

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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Call Center Wireless Outsourcing Mentor 180

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.

Call Center 278

Call Center Policies Guidelines Letter 278

Eric Jacobson

AUGUST 5, 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 Customer Service Eric Jacobson on Leadership and Management Paul R.

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Call Center Reference Efficiency Information 62

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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Innovation Simon Case Study Storytelling 312

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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Call Center Outsourcing Reference Education 180

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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Call Center Outsourcing CEO Execution 78

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.

Call Center 207

Call Center Human Resources How To Cooper 207

Eric Jacobson

FEBRUARY 25, 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 Customer Service Customers Eric Jacobson on Leadership and Management Telephone Skills'

Call Center 50

Call Center Quality Reference Efficiency 50

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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Letter Leadership Call Center Long-term 171

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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Call Center Letter Policies Guidelines 192

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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Leadership Learning-by-Doing COO Follow-up 181

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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CEO Competitive Advantage Business Model Innovation 151

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

Leadership 150

Leadership Metrics Price Mass Marketing 150

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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Leadership Letter Conference Definition 150

Great Leadership By Dan

AUGUST 28, 2012

This post was recently published as a guest post on SmartBlog on Leadership : Question: What do these five “established” jobs: - Call Center Representative. The Colosseum. ?This Salesperson. Truck Driver. Consultants. have in common with these five jobs that didn’t exist 10 years ago?: - Virtual Assistant. Social Media Manager.

Management 243

Management MBO Learning-by-Doing Micromanagement 243

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

Tanveer Naseer

AUGUST 5, 2014

Schemas reflect these changes of context; thus, when a call center employee is operating in a help-a-family schema, the kinds of behaviors that are appropriate are quite different from those in a deal-with-a-customer schema.

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Motivation Proposal Stress Goal 280

In the CEO Afterlife

SEPTEMBER 24, 2012

If you don’t have a factory, work in the store or the call center or the warehouse or. Sometimes I had to stay late on a Friday to make five telephone calls. Our factory workers loved the fact that I was willing to “get dirty with them.” I didn’t realize it at the time, but this humanized me. Handle Consumer Complaints.

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CEO Chief Executive Officer Business Model Competitive Advantage 207

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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Team Conference Outsourcing Call Center 216

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'

Call Center 95

Call Center How To Reference Efficiency 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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Motivation Leadership McClelland Long-term 100

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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How To CFO Teamwork Learning-by-Doing 169

CO2

AUGUST 7, 2012

People often think of me as the Question Guy–one of the benefits of writing a book ( Just Ask Leadership ). They also think of me as an Executive Coach and Leadership Development Expert–since I work and write in those areas. Assess Your Leadership Style (Part 4). These associations are ones I embrace and cultivate.

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Brand Executive Coaching Storytelling Call Center 125

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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Retail Morale Call Center Human Resources 150

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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Call Center Survey Process Company 150

Terry Starbucker

OCTOBER 21, 2010

To put it more practically, if you are bad in the call center and at the front counter, what makes you think you’ll be good on Twitter? David, I’m always telling businesses that they just HAVE to get the analog stuff right before they can jump into the digital pool. Thanks again to you all, and all the best!

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Media Tactics Open-book Strategy 289

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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Call Center Bond Morale Process 150

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

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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Proposal Participative Call Center Uncertainty 214