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Management

• WIIFM Making the "What's in it for me?" Question Work for You
  (Sat Dec 10th, 2005 12:10:55 PM, by Carole Sue Jones) In the constantly changing world of Call Centers, asking agents to adapt to ever increasing demands, responsibilities and performance can be a challenge to even the most involved of managers. Being able to create buy in is always challenging, but if ...
• Are You Listening?
  (Sat Dec 10th, 2005 12:10:55 PM, by Carole Sue Jones) Are you listening, really listening? Knowing that the human brain can process information four times as fast as the mouth can speak; listening becomes a skill that requires attention and practice, and a skill that is essential to all Call Center emplo...
• Improving Quality through Coaching
  (Sat Dec 10th, 2005 12:10:55 PM, by Carole Sue Jones) BMW, The Ritz-Carlton, Kodak, Dell, Microsoft, Volvo, Smuckers, Kleenex, Crayola. Do these places all have customer service Call Centers? Are they relevant to our audience? Does that matter? I think you only need to name five. What do these companie...
• UML Training - Avoid Analysis Paralysis!
  (Sat Dec 10th, 2005 12:10:55 PM, by Francis Mosse) I've been in several situations in which students would stop me in a UML training class and ask with stern faces: "How do you avoid analysis paralysis?" First time I heard that I sincerely replied: "How do you get to be paralyzed?" Indeed, ...
• Interviewing Job Applicants Can Be Hazardous to Your Wealth
  (Sat Dec 10th, 2005 12:10:55 PM, by Michael Mercer, Ph.D.) 1st Fact: Interviewing applicants is the most common way companies decide whom to hire. 2nd Fact: Research proves most interviewers do lousy at predicting if an applicant will succeed - or flop - if hired. 3rd Fact: Research shows that customized...
• Motivating Teams
  (Sat Dec 10th, 2005 12:10:55 PM, by Manik Thapar) Motivating Teams Introduction: Working with teams, whether as leader of a single team or manager of several, is an essential part of a manager's remit. Teamwork is rapidly becoming the preferred practice in many organizations as traditional...
• Quality vs. Quantity
  (Sat Dec 10th, 2005 12:10:55 PM, by Jenny Kerwin) There is a battle in Call Centers. The teams are Quality vs. Quantity; two performance factors that don't seem to get along. Representative Super Speedy says, "I've taken more calls than anyone on the team today. My average handle time is the lowest...
• Employee Retention - Critical Skill at a Critical Time
  (Sat Dec 10th, 2005 12:10:55 PM, by Mike Goldman) Many of you have probably heard about the "pending" labor shortage. The Herman Group predicts that by 2010, there will be a shortage of over 10 million employees in the U.S. This is not a problem that will magically appear in 5 years. The problem is N...
• You're Effective, We're Effective
  (Sat Dec 10th, 2005 12:10:55 PM, by Mike Beitler) Every leader wants his or her organization to be effective. Every leader realizes organizational effectiveness depends on the effectiveness of individuals. Therefore, it is critical to remember what is necessary to make an individual effective (not on...
• Partnering for Performance
  (Sat Dec 10th, 2005 12:10:55 PM, by Jenny Kerwin) "The difference between a boss and a leader: a boss says, 'Go!' - a leader says, 'Let's go!'" E. M. Kelly  Are you a boss or a leader?  Do your employees see you as part of the team or as looking over it?  How would you...

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