If I were to ask you, “What is your biggest asset?” I’m certain you would give a reply along the lines of “my home”, “my investments”, “my car”, “my cottage”, “my comic book collection”, etc. Wrong! Wrong! Wrong! Wrong! Think about it… your biggest asset is your career. Most likely, as for most of us,… Read More Think About It… Your Biggest Asset Is Your Career
Wrap your head around the following: Only a few consistent practices are required for career success. The same few mistakes lead to most career failures. The American poet and playwright Edna St. Vincent Millay once said: “It’s not one damned thing after another. It’s the same damn thing, over and over.” Most, especially those starting… Read More Career Success Comes From Slaying a Few Dragons
Free eBook: Call Centers for Dummies – 2nd Edition
Of all the coaching methods available at your disposal (i.e. silent monitoring then giving feedback, going over a respective agent’s customer satisfaction survey, 1:1 weekly meetings to discuss prior week’s KPI to identify / discuss areas for improvement, remedial training, etc.) for me nothing beats the numerous positive impact of side-by-side coaching. Being actually out… Read More You Are Allowed to be Creative With Side-by-side Coaching
There is a line, actually more of a chasm, between managing a call center to “get by” and managing a call center to its the fullest potential and beyond… creating a call center agents are lining up to become a part of. It all starts with the call center manager, the person everyone in the… Read More Become a Call Center Manager that “WOWs”!
In the movie City Slickers there’s a scene where Jack Palance and Billy Crystal, while riding horses, discuss the meaning of life. Jack boils it all down to just “one thing” Figure out what your “one thing” is and simply focus on that. Simple… not easy, but simple. So what is the “one thing” your… Read More One Thing
Efficient call center management revolves around creating an environment that motivates your agents and leadership team on a long-term basis. The cliché pizza lunch or the box of donuts place strategically next to the coffee machine has a short shelf life when it comes to an agent’s motivational health. Applying band-aid solutions, while at time… Read More 16 Suggestions For Long-Term Agent Motivation