2010 May | Call Center Cafe

7 Ways to Save Money on Training

May 31, 2010 By Gail 1 Comment

7 Ways to Save Money on Training

Blended learning, when it is well integrated and well organised, can be a great money saver! That doesn’t mean to say that blended learning in ONLY about saving money but it’s a great start! In the current crisis, we have seen all sorts of dramatic events but, for once, it seems that training hasn’t suffered the usual swingeing cuts.

In the past, the reaction was immediately ‘times are hard so we have to cut out training‘; it was the first thing to go but this time round, it seems that training departments have been ‘saved’ and are being encouraged to be more creative in how they spend their funds. It’s a positive spin on the situation as it has thrown up the effective use of some great training tools!

Ice Breakers For Team Building

May 31, 2010 By Gail 1 Comment

Any time that you get a group of new people together it is understandable that there will be some tension. People need a chance to get to know one another before they leap into business together. A team must be comfortable working together before they can be expected to produce positive results.

Ice breakers are essential for easing your team into the routine of working as a whole. When people enjoy their work and feel comfortable with fellow employees, it shows in the workplace. Use ice breakers as a way to get everyone to open up and feel good about who they work with.

Start your team off by having them play some games designed for getting to know one another better. There are games like the Five Favorite Things game where you choose a topic like movies, books or colors and have everyone give their favorites.

Top 10 Morale Boosters

May 30, 2010 By Gail 1 Comment

Top 10 Morale Boosters

Boosting Morale is not a one time shot. It takes time, effort and energy to keep an upbeat attitude alive. I suggest you take one of these morale boosters and implement it, see how its working and than consider another one.

Boost Pride & Professionalism. Have any shrinking violets at work? Healthcare is meaningful work and everyone should be proud of their role. If you don’t sense the pride than you know people need to be recognized for their contribution. Show employees why they should be proud and that their work is meaningful. Of the top reasons people leave their work- they don’t feel appreciated. ACTION- Don’t leave this to fate, make sure people feel genuinely recognized. Appoint employees to this role (make it a game or give incentives to keep recognition alive).
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Filed Under: Call Center Motivation Tagged With: dr candace pert, fun at work, inspires confidence, Morale Boosters, Motivation, motivators, new brain research, positive workplace rapport, top 10 morale, top 10 morale boosters

Enhance Your Leadership Skills With Active Listening

May 30, 2010 By Gail 2 Comments

Most managers feel they have good listening skills, but they may not be as skilled as they think. Training your managers to be good listeners can have a significant impact on your organization’s success.

Listening is not as simple as hearing the words someone is speaking. It is actually an acquired skill that takes practice to master. Recently while sitting in a meeting I observed cross talk, side conversations and an individual reading his email. It made we wonder whether we really listen to one another anymore?

If as leaders, we could learn to really listen to our teams and ask great questions, we could dramatically improve organizational effectiveness. According to Manny Steil, an expert in listening and CEO of Communication Development, Inc., there are four fundamental listening concepts:

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Filed Under: Call Center Management Tagged With: Active Listening, Communication Skills, enhance your leadership skills with active listening, fundamental listening concepts, good listening skills, leadership development, Leadership Skills, leadership teams, management skills, resist external distractions

Fed Up? Lighten Up!

May 30, 2010 By Gail 1 Comment

Fed Up? Lighten Up!

Improving the work environment and increasing client satisfaction
Humor and play are a significant part of putting this plan into action
Laughter contributes to good health and that is a proven fact
Healthy people are most productive what company doesn’t want that

Effective Workplace Corporate Diversity Training Programs

May 29, 2010 By Gail 3 Comments

Does your Call Center’s Human Resource team provide Workplace DiversityTraining?

Many organizations such as companies, government groups and even schools find challenges requiring help in managing that growing diversity both internally within and externally with outside partners or customers. A full seme seminar as part of a workplace corporate diversity training program that includes different activities to help train people in this area would certainly be helpful. Such a seminar would involve conducting activities to help people develop the right type of skills useful in diverse environments.

For example, a full three hour seminar for this very purpose would be ideal. This half day long seminar would an interactive and fun workshop that includes all the important diversity principles. It can be used for groups who want a ‘hands-on’ working seminar to actively develop skills for use in the workplace as well as in personal life.

The Cost of Employee Turnover and How to Prevent It

May 28, 2010 By Gail 2 Comments

Did you know that, according to several surveys, young employees stay with an employer for about 2 – 5 years while older employees may last from 5 to 9 years? Our society has become very mobile and the fear of changing jobs is not nearly as prevalent as it was in the past.

While you’re digesting those statistics, here’s another one. It costs anywhere from 50% to 200% of an employee’s annual salary to replace them! That’s right. The person who just walked out the door cost you a bunch of money.

If You Want to Keep Your Customers Happy, Keep Your Employees Happy

May 28, 2010 By Gail 1 Comment

If You Want to Keep Your Customers Happy, Keep Your Employees Happy

How do you treat your employees? It matters more than you might think. Managers and small business owners often lose sight of the value of good human relations. This article offers four tips for improving production capability in the business organization. The primary concern is to improve the way that employees are treated.

In his book, “The 7 Habits of Highly Effective People,” Stephen Covey offers many insights into becoming highly effective. At one point, he describes the relationship between the production capability or PC and the effectiveness of an organization. PC refers to the “ability or asset that produces the golden eggs.”

Three Areas For Consideration If You Plan to Train Trainers

May 28, 2010 By Gail 1 Comment

Three Areas For Consideration If You Plan to Train Trainers

If you are an external training provider, a purchaser of training or an in-house training professional you sometimes become involved in training trainers. You may do this in order to increase the pool of available trainers for key programs all you may wish to train trainers specifically to deliver a new program that has immediate relevance within the organization.

There are three areas that require careful consideration. Firstly, the selection of participants, secondly, the preparation of material, and thirdly, the training session itself.

New Hire Mentoring

May 27, 2010 By Gail 1 Comment

New Hire Mentoring

Developing New Hires into Early Super Achievers!

Aside from ensuring production is at its best, sales at its all-time high and image at its peak, businesses should also see to it that their employees are ever-present and committed to the mission and vision of the company. After all, how could a business survive and prosper without employees?

Engaging employees is a task that is exciting, challenging and difficult. Companies that have short employee turnover rates may not be able to achieve its targets. It is for this reason that new hire mentoring is a must.

Training and Development For Employees To Provide Continuous Exceptional Results

May 27, 2010 By Gail 1 Comment

Training and Development For Employees To Provide Continuous Exceptional Results

The evolving nature and the constant change in the work environment are some of the issues in the workplace that should be immediately addressed in order to meet the demands of the current dynamic global society. These attributes of the current workplace environment demand updated and efficient skills and knowledge from the members of the organization.

Training and development of the employees at all levels are of vital importance in every organization for it will update the skills and knowledge of the employees on the current trends needed to be applied in the work environment.

The managers play a key role in the development of all the members of the organization as it is his or her responsibility to encourage growth and career development of employees through a variety of means such as coaching, helping employees with their goals, adequate training and staff development and provide opportunities for career growth and advancement.

As they say, “there is no “I” in the word TEAM”. The development of the employees will only happen if everyone is willing to participate and take part of their roles in the activity aimed for their development.

Management Success – Dealing With Challenging Employees

May 26, 2010 By Gail 1 Comment

Management Success – Dealing With Challenging Employees

As a manager, you will from time to time encounter employees who might be challenging. They might, for example, be argumentative, unwilling to take responsibility or undermine others, to name just a few.

So how as a manager can you deal with these challenging employees?

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7 Ways to Save Money on Training

Ice Breakers For Team Building

Top 10 Morale Boosters

Enhance Your Leadership Skills With Active Listening

Fed Up? Lighten Up!

Effective Workplace Corporate Diversity Training Programs

The Cost of Employee Turnover and How to Prevent It

If You Want to Keep Your Customers Happy, Keep Your Employees Happy

Three Areas For Consideration If You Plan to Train Trainers

New Hire Mentoring

Training and Development For Employees To Provide Continuous Exceptional Results

Management Success – Dealing With Challenging Employees

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