Making Your Message Stick: 7 Tips for Trainers and Teachers
By Kathy M Mangold
You’re standing there, behind the podium, because you have an expertise to share. [Read more...]
Improve Employee Morale Through Better Communication
August 17, 2011 By Leave a Comment
Improve Employee Morale Through Better Communication
By Martin Hofschroer
Employee morale is being damaged by an excess of electronic devices in the workplace.
With the rise in smart technology enabling employees to collaborate with colleagues and friends through social media, calls and texts, more workers are damaging their performance by becoming engrossed in these devices.
[Read more...]
Strategies And Techniques For Call Center Outsourcing Services
April 6, 2011 By Leave a Comment
Strategies And Techniques For Call Center Outsourcing Services
By Ravi k Mishra
It is no top secret that call centers have become one of the biggest communication movements in the world today. Like the internet the tendency has globalised and centralized business processes worldwide.
[Read more...]
The Effectiveness of the Concept of Team Building
November 24, 2010 By Leave a Comment
The Effectiveness of the Concept of Team Building
By Methew Alyx
It has been commonly said that a single man cannot win freedom for a country. Similarly, a single man cannot win you a match. Similarly, a single man alone cannot build up a business empire. Although there are instance where a single man's maximum effort results in high gaining, but that too should have some helping hands from some other personnel.
Ten Top Things to Consider Before Finalizing Call Center Outsourcing Vendor
October 14, 2010 By Leave a Comment
Ten Top Things to Consider Before Finalizing Call Center Outsourcing Vendor
By Morris Jane
Outsourcing customer centric services and other part of work is more of a need than trend now. It is a very important decision which could have an everlasting impact upon your work operations, market reputation and profitability. So, we present ten tips for you to ponder upon to consider before you close on the search of the right call center outsourcing partner for you.
Overhead Cost Saving in BPO
September 20, 2010 By Leave a Comment
Overhead Cost Saving in BPO
By Ivana Lewis
BPO units across the world are on a cost cutting drive. Many of them have slashed down their prices for call center services, while others have decided to hire cheaper manpower. The resurgent domestic call centers in America are doing something else to go easy on the expenditures.
The Way to Tackle the Hurdles in the Way of Customer Satisfaction
September 9, 2010 By Leave a Comment
The Way to Tackle the Hurdles in the Way of Customer Satisfaction
By Morris Jane
Here are some quick facts on customer services of corporate industry:
• 89 percent of business owners feel that customer services can be crucial to their business.
It Is Important To Keep Our Internal Customers Happy Too
August 12, 2010 By 1 Comment
It Is Important To Keep Our Internal Customers Happy Too
By Jonathan Farrington
Ask a colleague to define the customer and they will probably say 'Someone who buys from us.'
What about internal customers? Colleagues, other departments, branches, suppliers? They are equally as important and deserve to have their problems and complaints taken seriously.
External customers sense if there is a good working atmosphere, a co-ordinated approach to customer service, teamwork and high morale. It gives them confidence to stay with you
Employee Training – Creating Star Players to Develop a Stronger Customer Base
August 9, 2010 By Leave a Comment
Employee Training – Creating Star Players to Develop a Stronger Customer Base
By Tony Jacowski
Employee training is not as simple as picking up a book, suggesting someone read the contents, and report back to you. It is an interactive process between the employee, the training team and management as a whole. The first step in developing a plan that will work for your company is assessing your needs. The bigger picture must be looked at and the question asked…will this benefit us and how? Once the needs are determined, get your management team on board.
Trends in Outsourcing
August 8, 2010 By 1 Comment
Trends in Outsourcing
By Ali Morakabi
Although outsourcing is not a newly introduced phenomenon it is as old as human kind itself and during this last decade or so it has become more of a mainstream method of employment and business.
Outsourcing traces back to different eras and periods of the business and industrial evolution, concerning different sectors. However historians agree that the latest and largest wave of outsourcing trend came with the revolution of IT technology and the need of manufacturing hi-tech items, including computers and electronic equipment.
One of the most crucial moments in the history and evolution of outsourcing services was the dot com boom and the significant increase of e-commerce possibilities. In present times there is practically nothing that cannot be outsourced, with BPO expanding in fields like IT and ITES outsourcing, security, monitoring, administration and even commerce.
Evaluating Others is Not Just For Those Dreaded Performance Appraisals
August 6, 2010 By 1 Comment
Evaluating Others is Not Just For Those Dreaded Performance Appraisals
By Leanne Hoagland-Smith
Many organizations have a performance appraisal process in place to formally evaluate the results from the demonstrated behaviors specific to pre-determined and agreed to goals. However, this formal evaluation is just on aspect of the talent intelligence of evaluating others.
This is ability is truly about being able to make judgments or discernments. These decisions are based upon looking at a individual's:
- Strengths
- Weaknesses
- Manner of thinking
- Specific actions
- Behavioral tendencies
Being able to evaluate extend beyond knowledge of the current role, responsibilities and expectations. This is far much about being able to observe without any predetermined thought or assumptions. Unfortunately, since the word judgeship is involved, this creates a negative impression.
Years ago, the author Kurt Vonnegut wrote a short story about the future entitled Harrison Bergeron. Within this story, discernment took on a very negative connotation. People would not allowed to evaluate others. This results in good looking people walking around with bags on their heads to smart people having electronic shocks implanted into their heads.
Today, in many cases, judgment is still considered a negative action or behavior. Yet we make discernments from the moment we awaken to when we return to those nice and comfy covers. These evaluative decisions may range from what clothes should be worn given the weather and schedule to what person to contact. Maybe this negative reaction to this talent is also due to years of negative conditioning as well as to experiences from all of those gotcha tests.
People who successfully demonstrate this talent intelligence can differentiate the essential components or factors of a person's job performance and then accurately forecast future performance specific to the same job or when a new task is assigned without bias or prejudice. This capacity relies on intuitive or gut decision making.
Those who are weak in this capacity may need more time to determine whether the performance was acceptable. They may also require additional support both in data and through mentoring or coaching.
The behaviors associated with this talent intelligence of evaluating others might be: [Read more...]
Leadership – For Better CSR
August 6, 2010 By 1 Comment
Leadership – For Better CSR
by Tim Pascoe
It's unusual to read something balanced and practical about CSR. Activists want business to carry the wrap for everything. Apologists limit it to immediate operating activities and what the law requires. True, the primary responsibility is to sell sound products that people want, employ and reward fairly and act honesty and responsibly. But, the authors of a recent HBR article offer an insightful approach to the boundary issue of what is and isn't a company's responsibility? They make this erstwhile no-man's land a fertile ground for corporate creative thinking and commercial good sense.
