With news media chomping at the bit to deliver sensationalism and support causes that will endear readers and thus get them engaged, a disgruntle employee can do a lot of damage to a company’s reputation. Currently, Canadian banks are taking public lashings from news media across the country. Bank employees are claiming they are forced… Read More Is Sales a Dirty Game or Are The Wrong People Trying to Do It?
For copy of Hays 2017 Salary guide click here: Hays 2017 Salary Guide Salary Guide Key Highlights: 62% of employers say they believe business activity will increase in 2017 81% of employers say the skill shortage has negatively impacted their business activity 31% of employers say the economy will strengthen in the coming year 35%… Read More Hays 2017 Salary Guide
As I write this southwestern Ontario media (radio primarily), which like all media everywhere makes consistent effort to keep us addicted to its manufactured mental-adrenaline, is whipping up a frenzy that tomorrow there will the Armageddon of snowstorms. I guess I will have to wait a see how accurate their prediction is, but I have… Read More Will You Be Thanking Your Agents Tomorrow?
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