Call Center Industry News and Tips
Incentive Programs – 4 Steps on How to Create an Incentive Program That Boosts Teamwork and Morale
By Bob Garner
At many sales or employee events, there are incentive awards given to the top producers or achievers. As a funny motivational speaker, I speak at many of these events and prior to going on, oftentimes I will sit in the audience.
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Performance Management: Are Performance Objectives An Old Model of Management?
By Joan Henshaw
One of the reasons some managers and business owners I work with are reluctant to use performance objectives, as a way of improving employee performance and satisfaction, is because they see them as a bit ‘old school’ – as an old model of management
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Building Teamwork Into Your Corporate Culture
By Sean Glaze
You have likely heard that “Teamwork” is the key that can unlock the productivity and create the positive culture you desire.
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Annual Performance Appraisals – Time for a Fresh Outlook
By Scott H Brown
You know the feeling. All day you have been distracted by that 2pm appointment on your calendar; “Annual Performance Appraisal with Supervisor”. Your palms are clammy, your thoughts are distracted and you find yourself questioning whether your boss really knows your true value and what you accomplished this year.
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Let’s Talk About You: Motivating Employee Performance
By Linda Finkle
Perhaps one of the most difficult tasks any leader has is discussing performance with their employees. Whether we are trying to motivate employee performance or have to have one of those “you aren’t doing your job well” discussions, they are uncomfortable.
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Management by Walking About
By Amy BC Tan
"People leave bad managers, not companies…" is one of the results of a famous Gallup survey conducted at corporations in the US. This does not mean we have "bad" people as managers. It rather means that not every high-performing employee is really suitable for a managerial position. Other surveys have shown that less than 30% of high performers have the ability to do well as supervisor.
DiSC Assessment – Monitoring Your Employees
By Philip A Jones
DiSC looks at mental and emotional attributes and is used to analyze four critical aspects of human behavior by testing a person's reaction in specific situations within a given environment.
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Pay for Performance – Some Basics
By John H. Williamson
We have all heard about Pay for Performance (P4P) and some of our companies have implemented a P4P program and are seeing positive results. But what is P4P and how does it work best? There are forms and incarnations of P4P that work better than others. Here is my take on it.
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Call Center Technology for Client Satisfaction
By Holland Adam
Clients and companies alike depend on contact centers for the management of huge components of their business operations. Companies use centers as their resource to serve customers by answering questions, taking orders, scheduling repairs, upselling and processing purchases.
Leadership—Inspiring-Baby-Boomers-to-Remain-Engaged
By Mike Krutza with Co-Author: Jodi Wiff
So tell me, what do you think about leadership? Yes, it may be a simple question but comes with a not-so-simple answer. Is it just about merely barking orders here and there?
OUT With Staff Appraisals and IN With Performance Coaching
By Charlotte A Rogers
The dreaded 'staff appraisal' is feared by employees worldwide. It goes by many different aliases – performance appraisal; employee appraisal; performance review; development discussion, ultimately they all mean the same thing – you're about to have all of your worst qualities and characteristics pointed out, written down and rated on some sort of scoring system which will then be stored in a confidential file and locked in a metal bullet-proof filing cabinet somewhere.
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".
