Let's Grow Leaders

JULY 28, 2014

MBWA ,or management by wandering around, is one of the truly great management techniques. So why do so many executives royally screw it up, leaving a path of fear and intimidation that takes local management months to recover? When I was a call center Director, I worked for a Senior VP who was strong, tough and introverted.

Long-term 439

Long-term Call Center Execution Learning-by-Doing 439

Lead Change Blog

MAY 29, 2014

She has a diverse background of executive leadership experience in sales, customer service, call centers, human resources, merger integration, training and leadership development-- the last 20 years of which have been with Verizon. Change Management Workplace Issues micromanagement people management Self Development'

Micromanagement 294

Micromanagement Wireless Wiseman Call Center 294

CEO Blog

JANUARY 2, 2011

CEO Blog - Time Leadership Sunday, January 02, 2011 Management - Its not what you Think Management - Its Not What You Think is a book of articles edited and complied by Henry Mintzberg. Ian Hamilton "Managing without managers," Ricardo Semler The collection articles emphasize that Leadership is messy and there is no right answer.

Mintzberg 189

Mintzberg Management Outsourcing CEO 189

Let's Grow Leaders

SEPTEMBER 6, 2021

It’s natural to focus on building a great relationship with your manager. And of course, as a human-centered leader, you focus on connecting with and developing your team. He was my technical expert— he knew everything about the network and call center operations.

How To 551

How To Learning-by-Doing Course Call Center 551

Let's Grow Leaders

JULY 13, 2015

Back then, I was a gen-Xer trying to manage gen-Xers (I even had to take a course on managing gen-Xers before I could move into management). I had those same slippery characters working for me when I was 26. Oh sure their names and contexts were different, but I recognized the story.

Management 180

Management Call Center Resistance Class 180

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

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

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

Terry Starbucker

DECEMBER 8, 2013

The key here is to focus on only 3-4 targets per cascade level that have specific relevance to that level – for example, in my cable company our 3 company-wide numbers were total customers, Net Promoter Score, and our Customer Fault Rate, while at the call center level, they were Service Level, Abandonment Rate, and First Call Resolution.

Leadership 339

Leadership Metrics Short-term Drucker 339

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

Chart Your Course

JULY 31, 2017

Managing a workforce via the cloud has quickly become the norm, as businesses now have more tools than ever before from which to choose. But adopting workforce management software and conjuring up new ways to streamline inventory updates can help improve employee morale and positively impact your bottom line. Not sure where to start?

Management 113

Management Software Call Center Tools 113

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

Strategy Driven

JULY 3, 2019

If you’re managing a call center, customer care is the name of the game. You’ll undoubtedly have all kinds of targets to meet, and it’s in your interests to make every call a customer care success. Here are four ideas on how to improve customer care in your call center. How can you make this a reality?

Call Center 51

Call Center Tools Training Environment 51

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

Let's Grow Leaders

APRIL 15, 2016

Sure I had done a lot of speaking before, but only to internal Verizon crowds or to my outsourced call centers where I was “the client. And for my call Center Peeps, see my ICMI video interview How to Be a Better Contact Center Manager. Now he’s a friend. Shep smiled: Great job.

Call Center 180

Call Center Conference Outsourcing Advice 180

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

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

Strategy Driven

JULY 23, 2021

There Is a Difference Between a Call Center and Answering Service. Many business owners make no distinction between an answering service and a call center. A call center is a network of telephone agents that both receive and make calls primarily for marketing companies.

Call Center 131

Call Center Industry Definition Globalization 131

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 Learning-by-Doing 266

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. Sarah Rawson is a freelance writer and is also studying for her MS in Strategic Management. Be strategic in your role as product manager.

Leadership 227

Leadership Education Short-term Competitive Advantage 227

Rapid BI

MARCH 16, 2016

We have all been there, on a phone call to a call centre and trying to make sure that the spelling of a name or address etc is correct. the the person in the call centre starts saying things like "a for apple" or "T for tree". The post NATO Phonetic Alphabet – SIA & Call Center Training appeared first on RapidBi.

Call Center 34

Call Center Training Management 34

Let's Grow Leaders

APRIL 8, 2015

Recognizing that some members of the newly formed call center engagement task force may not know each other very well, I reached for one of my favorite, go-to, get-em-talking and laughing icebreakers, two truths and a lie. As you know, there are respect and trust issues in this center that we’re here to fix.

Call Center 180

Call Center Team Building Participative Team 180

Let's Grow Leaders

AUGUST 14, 2015

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. As a manager, you don’t tell a room full of VPs all of them are wrong in a meeting with their peers. She asked me to attend, but I’m busy.

Call Center 180

Call Center Career Mentor Politics 180

Strategy Driven

APRIL 21, 2021

For most companies, however, managing and maintaining the vast infrastructure of a modern IT-based business is a perplexing challenge, expensive and in most cases not even possible when such things as qualified technicians, complex integrations, and the cost of equipment are considered. Call center operators. Live chat systems.

Cost 90

Cost Call Center Strategy Outsourcing 90

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

Let's Grow Leaders

APRIL 3, 2015

Instead of our enterprise customers typing in their service orders in an email for call center reps to retype them into our systems (which almost always contained errors) the customers now had an easy interface that would “flow through” to the backend systems. From my perspective, the new system was genius.

System 180

System CRM Call Center Energy 180

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

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

NOVEMBER 27, 2021

Why is a contact center important? A contact center provides a central point in a business from which all of your clients and customers are managed. The primary aim of a cloud contact center is to provide your customers with effective and efficient sales assistance, customer service, and technical support. Call recording.

Call Center 108

Call Center ROI Reputation Follow-up 108

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. Sure enough, Colin had made one of the most frequent and well-intention mistakes that so often tank a solid interview. He appeared desperate.

Cost 180

Cost Call Center Workshop Download 180

LDRLB

SEPTEMBER 12, 2013

Prahalad , the brilliant management guru. They provide advice on the spot and can create “trouble tickets” which are then handled by subject matter experts via a network, coordinated by a 24/7 call center. Many companies have derived BoP strategies from C.K. Brazil’s economic classes are divided into A.B,

Competitive Advantage 154

Competitive Advantage Prahalad Blue Ocean Strategy Glocalization 154

Lead Change Blog

JANUARY 13, 2015

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? I had a strong track record of success in human resources and call centers, but my highly experienced team was skeptical. Ensure that the new manager is briefed in order to be prepared.

Retail 150

Retail Morale Call Center Human Resources 150

Rapid BI

MARCH 16, 2016

We have all been there, on a phone call to a call centre and trying to make sure that the spelling of a name or address etc is correct. the the person in the call centre starts saying things like "a for apple" or "T for tree". The post NATO Phonetic Alphabet – SIA & Call Center Training appeared first on.

Call Center 28

Call Center Training Management 28

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 Participative Tools 95

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