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Three Management Issues That Cause Training To Fail

April 19, 2011 By 6 Comments

Three Management Issues That Cause Training To Fail
By Deborah Laurel
There are three management issues that cause training to fail: (1) training is used in lieu of effective performance management; (2) training is given to employees when the real problem is organizational policies, procedures or systems; and/or (3) managers do not reinforce the training: they see no value in the content, they do not know what their employees learned, and/or they do not know that they should reinforce the training.
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Filed Under: Call Center, Call Center Training Tagged With: , , , , , , , , ,

Employees Will Be More Productive If You Help Them Feel Important

January 18, 2011 By Leave a Comment

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.

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Filed Under: Call Center Motivation, Performance Management Tagged With: , , , , , , , , ,

11 Ways Increase Productivity in 2011

December 8, 2010 By 2 Comments

11 Ways Increase Productivity in 2011

By Erin Hoffman

Have you set your business goals for 2011? Here are eleven ways to be more productive in 2011.

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Filed Under: Performance Management Tagged With: , , , , , , , , ,

DISC Personality Test and Profile – Dramatically Improve Workforce Performance and Productivity

September 29, 2010 By Leave a Comment

call center employees

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.

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Filed Under: Call Center Performance, Performance Management Tagged With: , , , , , , , , ,

How a Leader Can Increase an Employee’s Performance

September 15, 2010 By Leave a Comment

How a Leader Can Increase an Employee's Performance

By Greg Procknow

In order to increase an employee's performance, a leader must first actively improve their performance to lead others. Most employees under-perform in the workplace because their designated work leader under-utilizes his/her capacity to manage others. It could just simply be one of two things, the employee has exorbitant mental distractions (i.e. stress) or tiresome physical impediments that results to them under-performing.

Mental Impediments to Effective Performance

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Filed Under: Call Center Outsourcing Tagged With: , , , , , , , , ,

Quality of Hire SWOT Analysis – Determine If Your Company’s Talent Level is Rising Or Falling

August 24, 2010 By Leave a Comment

Quality of Hire SWOT Analysis – Determine If Your Company's Talent Level is Rising Or Falling
By  Lou Adler

Is hiring primarily active candidates driving overall company talent levels down and increasing turnover? Increasing quality of hire will soon become the new mantra of corporate recruiting departments.

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Filed Under: Performance Management Tagged With: , , , , , , , , ,

The 3 P’s of Performance Problems

July 18, 2010 By 1 Comment

The 3 P's of Performance Problems

By Leanne Welsh

Why do people find it so difficult? I guess it usually comes down to one of three things:

1. Avoidance of conflict

2. Hope that things will improve

3. Don't know how

From my experience the first can sometimes masquerade as either the 2nd or the 3rd, however, what it is important to remember is that along with a manager sized salary comes manager sized responsibility. And it is a managers responsibility (that includes you the business owner) to ensure that staff are performing to their best.

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Filed Under: Performance Management Tagged With: , , , , , , , , ,

How Do You Know What You Don’t Know?

July 17, 2010 By 1 Comment

How Do You Know What You Don't Know?

By Laurie Wondra

You start with what you do know and begin to ask questions? Webster's definition of QUESTION is –

An expression of inquiry which requires an answer; a problem; an unresolved matter; the act of inquiring or asking.

In a continuous improvement organization, or a High Performance Team, a question is more aligned with the following
1. To seek clarity, understanding, become further educated in a particular area
2. A method to find and potentially take action where there is opportunity for improvement which may or may not include change

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Filed Under: Coaching and Feedback, Performance Management Tagged With: , , , , , , , , ,

Leadership Coaching – How to Fill the Performance Gaps Quickly

June 17, 2010 By 1 Comment

Leadership Coaching – How to Fill the Performance Gaps Quickly

The emergence of performance gaps is unavoidable. If we think like a sports enthusiasts, the gaps can parallel a fumble, forced error or missed coverage. That is natural and expected part of the performances towards the goal. But, the real key is to accept the mistakes and dig them deep to find out the actual mistake happened.

It’s not all about newbie; even seasoned veterans make mistakes. But, the personal insecurity and fear of criticism stopped them to analyze their mistakes. Here are the ways to make sure the individual ownership in a vital response time to fill up the gaps.

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Filed Under: New Team Leader, Performance Management Tagged With: , , , , , , , , ,

Collision of Training and Employee Performance!

June 14, 2010 By 1 Comment

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.

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Filed Under: Call Center Motivation, Uncategorized Tagged With: , , , , , , , , ,

Management Development Secrets – The Importance of Listening and Questioning Skills

May 18, 2010 By 1 Comment

When we interact with those employees we manage, we have an obligation that goes both ways. We need to be able to get our message across and we also need to be able to understand exactly what our people mean when they communicate with us as well.

To appreciate how we are getting our message across, we must seek the feedback of those we are giving information to, as well as being able to absorb that information ourselves.

When we want to get information from others, we need to be open enough ourselves to receive and where necessary, elicit clarity from those we are working with.

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Filed Under: Call Center Motivation, Coaching and Feedback Tagged With: , , , , , , , , ,

Uplifting Call Center Operations Through Performance Management

May 16, 2010 By 1 Comment

Uplifting Call Center Operations Through Performance Management

Performance management is the driving force behind any successful call center operations.

To establish effective and best in service, Outsourced Call Center performance management system a rigorous implementation of a four dimensional program is highly recommended.

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Filed Under: Call Center Outsourcing, Call Center Performance Tagged With: , , , , , , , , ,
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