Call Center Industry News and Tips
How to Solve Your Team Created Problems
By Kate Tammemagi
The immediate symptoms that of difficulties within teams are easily observed. The results of an ineffective team are all too apparent, poor performance, unhappy Customers and poor relationships with other departments.
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New Rules for Virtual Management?
By Nancy J. Williams
"In the next three years, public and private sector IT decision makers expect telework to increase by sixty five percent and thirty three percent respectively."1 According to the Office of Personnel Management, in 2009 they reported that approximately 102,000 Federal employee's telework.
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Employee Engagement – Creating it and Keeping It
By Holly Green
Bumpy economy makes employee engagement a critical approach these day
Every great and commanding movement in the annals of the world is the triumph of enthusiasm. Nothing great was ever achieved without it. -Ralph Waldo Emerson
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Six Teaming Tips For Leaders
By Gregg Gregory
In 1985 Beth was a closer for a mortgage company in the very first refinance boom. She and the rest of her team worked almost 80 hours per week the last two weeks of each month, for most of the year. It was "expected" of them if they were to get the loans to closing.
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Does MBWA Really Work?
By Gregg Gregory
Inch by inch it's a cinch; by the mile, it's a trial. – Zig Ziglar
MBWA – Management by Walking Around. This concept has been around for over a hundred years. Throughout the Civil War, even President Lincoln made it a point to "get out and circulate among the troops".
Team Leader Training – How to run Effective One-to-Ones
By Kate Tammemagi
It is essential for any Team Leader to be skilled at holding motivational one-to-one's with their Team Members. This is the people management tool we use to coach, motivate, develop and manage each individual. One-to-ones require planning, structuring and effective use of people skills to achieve success.
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How to Get Lazy People to Work
By Kevin Eikenberry
In our Bud to Boss Workshops we get asked different versions of this question frequently. Sometimes it is asked in a more politically correct way. Sometimes it is asked as a curiosity. Most times, however, it is asked bluntly, directly and with frustration:
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The Secret To Giving Negative Performance Feedback
By Kate Tammemagi
Training for New Managers – What Managers Need First to Be Effective in the Management Role
Training new Managers is essential to the effectiveness of any organisation. It is amazing that many organisations put time, effort and money into training their staff, but leave their new Managers to find their own way in the world. It makes even less sense when you appreciate that the staff will only achieve results if they are led by a Manager who is effective in their role.
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Be A Leader, Be A Winner – Important Guide
By Morris Jane
The role of a leader in managing a team is challenging. The rapport of a business process, especially in a call center is fully dependent upon a leader. The leader is an idol for the entire team and they will lead a management process as per the guidance provided by him. There are many ways how an individual can adopt the traits of a good leader.
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Leaders Must Be Organized
By Richard Brody
No matter how well trained, how well one plans, or how well meaning someone may, there is never any guarantee that his plans will work at as he intends.
Facilitation Skills for Team Leaders: Improving Performance One Meeting at a Time
By Carlotta Jones
A team leader has the responsibility of forming a dependable and productive group. Meetings are a tool used to accomplish team building. Managers sometimes forget the importance of this form of open communication between superiors and their groups. Attendees view the event as dull or repetitive.
Would it not be great if there were signs your employees wore on their heads that helped identify what they would be great at? You can walk through your cubicle farm and see who would be best at managing, sales, customer relations, negotiation, etc. It would make some of the problems a company experiences disappear and others minimal at their worst.
