Call Center Industry News and Tips
Retrain the Employee or Fix the Corporate Culture? You Decide
By Denise Scotti-Smith
A supervisor has many tools at their disposal that they can use to correct poor employee performance. They may provide coaching, corrective discipline and role modeling.
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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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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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.
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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.
The Topic That Will Not Go Away – Employee Performance
By Liz Cosline
One of the most recurring topics discussed in the business community is that of the problematic performance of the frontline employees and the frontline manager. It is no wonder that this topic is all-consuming. After all, the frontline employees interact with the customer, and project the image of the company.
Best Practices for Driving Employee Performance
By Gloria E Towolawi
Goal Management
To ensure that organizational workforce is performing at the highest levels, there is the need to ensure that everyone is working on the right goals. The following are the five steps to effective goal management:
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Using Wallboards To Boost Morale and Productivity
By Jeremy P Stanfords
Call center managers have tried a number of methods over the years to keep employees informed about the status of a department. One of the most effective has been using wallboards to display pertinent information in a central and visible location.
Employees Will Be More Productive If You Help Them Feel Important
By Deborah Laurel
More productive employees mean a more productive and successful business. This can be accomplished by helping employees feel valued and important, as well as helping them see the big picture.
Improve Call Center Performance By Adopting A New Attitude
By Jeremy P Stanfords
Modern businesses have come to realize that the key to a healthy profit margin is not just cutting expenses. It also involves finding new sources of revenue. A customer service or technical support department has contact with far more customers than marketing staff, so the most effective call center solutions include ways to turn those contacts into revenue opportunities.
DISC Personality Test and Profile – Dramatically Improve Workforce Performance and Productivity
By DA Barber
The DISC personality test, and the DISC personality profile that is developed on the basis of the answers to the test questions, are among the best known and most widely used psychometric assessment and behavioral analysis tools on the market today. And there's good reason for this. The DISC test and profile have been proven to be highly effective at helping organizations that use them accomplish a number of key objectives.
Collision of Training and Employee Performance!
The success of any business or any organization whether it is private or public mainly depends on the quality of its human resource. It is also a source of gaining productivity as well as competitive edge. Through training employee can improve its knowledge, skills, and abilities which ultimately improve its productivity but most importantly its quality of work. Actually employee performance is a blend of employee quantity of work and quality of work.
Training can be done on soft skills and on hard ones. It is depends on the worker condition and its nature of duties that which training program, method and action plan suits him/her. Soft skills include communication skill, interpersonal skill, presentation skill and the most crucial one is analytical skills. Hard skills require the different technical courses and one's related with a specific subject matter and need practical exposure too.
