Terry Starbucker

APRIL 13, 2011

Then, people start getting reprimanded, or held back, or worse yet, fired by these managers. 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.

Call Center 62

Call Center Reference Efficiency Information 62

Lead Change Blog

MAY 5, 2015

Today we congratulate Instigator Ken Blanchard and his co-author, Spencer Johnson, on the launch of their book, The New One Minute Manager. One Minute Goals are the first of the book’s three secrets to One Minute Management. The second secret to One Minute Management is the ability to dispense One Minute Praisings.

Management 150

Management Blanchard Books Call Center 150

Chart Your Course

SEPTEMBER 23, 2014

People innately desire acknowledgment and appreciation for their accomplishments, but many business owners and managers have a false belief that recognition means money. The Harvard Business Review published the results of a study that followed employees of a Chinese call center called Ctrip. Authenticity.

Call Center 207

Call Center Human Resources How To Cooper 207

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.

Call Center 180

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.

Call Center 78

Call Center Outsourcing CEO Execution 78

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. You’re kidding, right?”

Letter 171

Letter Leadership Call Center Long-term 171

Tanveer Naseer

AUGUST 5, 2014

These are, of course, widely appreciated management methods for raising performance. Perhaps it’s because they feel counter-intuitive to many managers. Because micromanagement, the opposite of autonomy and the default behavior for many managers, puts people in a threatened state. But they’re rarely put into practice.

Motivation 280

Motivation Proposal Stress Goal 280

Terry Starbucker

AUGUST 27, 2017

Then, people start getting reprimanded, or held back, or worse yet, fired by these managers. 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.

Call Center 192

Call Center Letter Policies Guidelines 192

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

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.

Leadership 150

Leadership Letter Conference Definition 150

Let's Grow Leaders

FEBRUARY 20, 2023

In contrast, managers who haven’t learned this secret focus on the numbers and frantically swivel their team’s focus back and forth between twenty-seven different measurements – most of which don’t directly affect results. Managers who don’t understand the difference between a score and what it represents will beat people up with the number.

Metrics 266

Metrics Balanced Scorecard Stress Long-term 266

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.

Leadership 181

Leadership Learning-by-Doing COO Follow-up 181

Terry Starbucker

SEPTEMBER 6, 2015

That evening, I dined with 3 of our Wyoming managers at a local hotel. After a flurry of calls back and forth we figured out what was happening. It’s all going down” my Network Operations Center (NOC) manager reported to me. I sent my manager back to work on it and asked him to keep me posted. The verdict was in.

How To 150

How To Leadership Engineering Bottom-up 150

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. You have to highlight how their individual roles and collective efforts fit into the big picture.

Team 216

Team Conference Outsourcing Call Center 216

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

Lead Change Blog

JANUARY 13, 2015

In our Chip Shots feature, our Leading Voices are invited to provide brief insights into a leadership dilemma. Have you ever been in a position as a manager to facilitate a team through the on-boarding of a leader to whom they had expressed opposition? Ensure that the new manager is briefed in order to be prepared.

Retail 150

Retail Morale Call Center Human Resources 150

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

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? It can, if not managed properly, make the user terribly unproductive (don’t I know it) Very True so beware! Thanks again to you all, and all the best! Cosell note his passing.

Media 289

Media Tactics Open-book Strategy 289

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.

Motivation 100

Motivation Leadership McClelland Long-term 100

Strategy Driven

OCTOBER 7, 2016

Organizations should coordinate management skills into its overall corporate strategy, in order to satisfy customer needs profitably, draw together the components for practical strategies and implement strategic requirements to impact the business. This is my review of how management styles have evolved. Under it, people were managed.

Management 70

Management Hostile Takeover Management by Objectives Objective 70

Great Leadership By Dan

MAY 7, 2019

Take a new competitive threat for example… (SENSE) Sales people might hear and observe their customers’ reactions to that threat – as might your market researchers, call center folks, external market experts, and even your finance team as they watch the erosion of market share and revenue. Recognizing this, what’s a great leader to do?

Outsourcing 196

Outsourcing Trends Consensus Committee 196

Strategy Driven

JUNE 19, 2014

We sent out a survey (which we still do today) to ask our employees about the cleanliness, the temperature in the building, the security, the lighting, the management, the pay, the incentives, the likelihood that they’d leave if another company offered them more money, all-in-all we had about twenty five questions.

Call Center 90

Call Center Incentives Library Document 90

Tony Mayo

OCTOBER 13, 2010

– Alex “Sandy&# Pentland MIT Human Dynamics Lab in Harvard Business Review Another study, at a bank’s telephone call center, showed that operators who spent their breaks speaking to coworkers not only got more work done but experienced less workplace stress.

Mayo 146

Mayo Executive Coaching Efficiency Handbook 146

Lead Change Blog

FEBRUARY 12, 2015

It is Zappo’s CEO Tony Hsieh working in the call center on the phone when call volume is especially high. Managing by walking around is not about close inspection or superficial posturing. Add sprinkles to your leadership! Books Collective Genius customer service Leadership'

Open-book 150

Open-book Airlines Hotels CEO 150

Decker Communication

JUNE 28, 2021

I’ve been lucky enough to manage people for most of my career. Every role over the next few decades involved people management. 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.

Call Center 95

Call Center Energy Insurance Participative 95

Let's Grow Leaders

AUGUST 10, 2015

When 2 decades later I led the outsourced call center channel, it became obvious in about 37 seconds that these outsourced employees working for Verizon Wireless were wild about getting a hold of some VZW gear and would be honored to wear it. All I wanted for Christmas was for my husband to get a hold of a Bell Atlantic sweat shirt.

PR 180

PR Company Outsourcing Wireless 180

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. Women Leadership and Mad Men Some revolutions are bloody, and some are flash-in-the-pan moments. Authentic Leadership I was recently at the Pa. Governor’s Conference for Women.

Press Release 157

Press Release Discount Education Transportation 157

Strategy Driven

MAY 4, 2016

So how do you manage change at the fundamental organizational level? Here are three tips to help successfully manage organizational change: Listen to employees: It is critical that you or the leadership team take the time to carefully listen to what employees are feeling and saying regarding the change and confront any fears head on.

Succession 50

Succession Management Parcell Call Center 50

Great Leadership By Dan

JANUARY 26, 2017

Most of these decisions are made in an HQ setting in alignment with regional general managers tasked with global business expansion. In a major corporation, it is common to see a general manager in charge of Asia Pacific, another for Europe, Africa, Middle East, and another for the Americas.

Globalization 120

Globalization Budgeting Strategy Compliance 120

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. .

Decentralization 81

Decentralization Blanchard IPO Call Center 81

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! That's how I felt while reading One-Minute Manager Meets the Monkey over 20 years ago. I always thought I was a good boss.

Trends 100

Trends Open-book Blanchard Learning-by-Doing 100

LDRLB

NOVEMBER 22, 2010

This study of 1252 customer service employees in a call center and 392 manual laborers suggests that this goal-focused style of leadership works best with employees that are high in conscientiousness and emotional stability, but can burnout (emotional exhaustion) employees that are low in conscientiousness. Simmons, Ph.D.

Organizational Behavior 60

Organizational Behavior Call Center System Goal 60

Decker Communication

JUNE 28, 2021

I’ve been lucky enough to manage people for most of my career. Every role over the next few decades involved people management. 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.

Call Center 52

Call Center Energy Insurance Participative 52

Surviving Leadership

OCTOBER 29, 2018

I also truly appreciated some of the business practices that leadership followed that I have missed in other organizations, including ones highlighted in McCord’s book. 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.

CFO 58

CFO P&L Call Center COO 58

Strategy Driven

JANUARY 9, 2018

Leadership has to step up and take the initiative if you want to experience real change. For example, if you have a call center, try sprucing it up by implementing call center gamification. Be open about your initiative and seek additional ideas from staff and leadership members. Innovate Mundane Tasks.

How To 51

How To Call Center Mentor Brainstorming 51

Strategy Driven

DECEMBER 15, 2010

Every performance management paradigm, every mission statement, could point to a different definition of success – and therefore to a different way to “optimally” allocate resources. Best practices for resource optimization are tied to performance management by answering questions such as: “Were recommended decisions put into action?”

Resources 50

Resources Process Constraint Objective 50