Let's Grow Leaders

SEPTEMBER 22, 2014

call center directors, team leaders). Here’s what such an informal competency could look like in the call center director world. Career & Learning Communication build your own competency model competency model team activities you can do yourself' Provide each participant with five index cards. An Example.

Team 466

Team Call Center Participative Wilde 466

Let's Grow Leaders

SEPTEMBER 6, 2021

He was my technical expert— he knew everything about the network and call center operations. Back in my Verizon days, one of my favorite peers, Dan, and I were always advocating for one another—but for completely different things. And I was his HR and team development sounding board.

How To 551

How To Learning-by-Doing Course Call Center 551

Let's Grow Leaders

MAY 14, 2014

The other day, I heard a customer service VP on stage talking to a team of call center reps trying to inspire great customer service. People will ask lots of questions about their background, career path, advice. ” These reps were worried about putting food on the table and gas in the car. It’s great to share.

Long-term 504

Long-term Call Center Energy Commitment 504

Chart Your Course

SEPTEMBER 16, 2018

Like millennials, Gen Z is invested in personal and career development. Even something as standard as a company call center should be configured for the Gen Z working style. Even something as standard as a company call center should be configured for the Gen Z working style. Assure Job Security.

Call Center 100

Call Center Career Environment Course 100

Decker Communication

JUNE 28, 2021

I’ve been lucky enough to manage people for most of my career. While I loved all my roles, one in particular really helped me grow as a leader — managing a call center in financial services. The energy in a call center is incredible. Take a moment to revisit the call center, reimagined for the hybrid world.

Call Center 95

Call Center Energy Tools Participative 95

The Horizons Tracker

FEBRUARY 10, 2022

Mentoring is a time-honored approach to help people in their careers, but research from Harvard Business School argues that it often fails to hit the mark. The effectiveness of these programs is often unknown, however, so the researchers worked with a call center firm to understand how mentoring works.

Mentor 138

Mentor How To Call Center Career 138

Let's Grow Leaders

AUGUST 14, 2015

When I was fairly young in my HR career, I was walking by my boss’ boss’ office (let’s call him Eric) while visiting our corporate headquarters in Manhattan. Without leaving his desk, he called out: Karin, can you please do me a favor? Sally, the Senior VP of our call center division has an absence problem.

Call Center 180

Call Center Career Mentor Politics 180

Talent Anarchy 1

SEPTEMBER 12, 2017

Over the course of my career, I’ve found that at the core of so many organizational challenges, whether it’s with employee engagement, performance or innovation, is a damaged relationship (i.e. In one case study, they used this tool (among others) to diagnose the differences between team performance within a call center at GM.

Call Center 118

Call Center Case Study Bottom-up Travel 118

Decker Communication

JUNE 28, 2021

I’ve been lucky enough to manage people for most of my career. While I loved all my roles, one in particular really helped me grow as a leader — managing a call center in financial services. The energy in a call center is incredible. Take a moment to revisit the call center, reimagined for the hybrid world.

Call Center 52

Call Center Energy Tools Participative 52

The Horizons Tracker

JANUARY 11, 2021

Coaching and mentoring have seldom been more popular, with a growing consensus that it can be vital to our career development. Traditionally, the role of the mentor has been filled by an experienced colleague who can provide us with the wisdom they’ve gained over their careers.

Bottom-up 79

Bottom-up Mentor Consensus Call Center 79

Let's Grow Leaders

JUNE 13, 2016

When asked if the training job was not available, if he would be willing take a call center manager job for a few years. Before starting LGL, I made a career of dramatic cross-functional moves within Verizon- but I didn’t apply for them all at the same time. He appeared desperate. Have A Plan.

Cost 180

Cost Call Center Workshop Training 180

Coaching Tip

JULY 21, 2016

Chances are that your career stability is less solid than you'd like to believe. First, with manufacturing jobs moving to Japan, Korea, China, Mexico, then with services like call centers in Canada and the Philippines, and now with positions like technology consulting in India.

eBook 70

eBook Call Center Consultative Sample 70

Lead Change Blog

MAY 5, 2015

This section made me recall times in my career when I had difficulty seeing past defensiveness and fear of how my choices would be perceived rather than the root cause of a problem. When I was involved in contact center work, a problem like reps spending too much time on the phone could easily lead me to feel backed into a corner.

Management 150

Management Blanchard Call Center Books 150

Strategy Driven

JUNE 19, 2014

Craig’s expertise in maximizing the sales process – and Listen Up Español’s impressive track record of higher conversion rates and higher average order value than any other Spanish language call center – was achieved from the ground up, having started his professional career in door-to-door sales and rising through the ranks in many call centers.

Call Center 96

Call Center Incentives Library Document 96

Leadership Freak

NOVEMBER 27, 2017

In the book, Friedman revealed how drive-thru windows aren't staffed by attendants inside, but by a call center hundreds miles away, so of course, I had to run out, jump in my car and see it for myself! The first time I read Paradigms almost 25 years ago, it led me to disrupt and then change my career. You are correct.

Trends 100

Trends Open-book Blanchard Learning-by-Doing 100

CEO Blog

JANUARY 2, 2011

I always knew that my career at the Air Maple Leaf call center would lead to great things." Nahassbaalapan will maintain his office in India and will be working primarily at night, due to the time difference between Canada and India. "I

Mintzberg 189

Mintzberg Management Outsourcing CEO 189

Surviving Leadership

NOVEMBER 2, 2017

Early in my HR career, I worked for a large Fortune 200 organization that sold pay TV. We were geographically dispersed – call centers, field technicians, and a big ol’ headquarters filling two rather large office buildings. The culture at this place was…I’ll say challenging.

Human Resources 75

Human Resources Call Center CEO Career 75

CO2

AUGUST 7, 2012

I worked in the call center industry for many years, and I’m proud of what I accomplished there, but when I left, I wanted to do and be something new. Related Posts: Career Move Mindset (Part 1). You may blend in, but you won’t stand out. I worked hard to own a new and different space in people’s minds.

Brand 125

Brand Executive Coaching Storytelling Call Center 125

Lead on Purpose

NOVEMBER 10, 2012

Where call centers are notoriously known for their low morale and high staff turnover, Kevin decided to follow a non traditional strategy with regards to his employees. Schools worldwide offer various forms of Master’s programs designed for career professionals who want to enhance their abilities.

Leadership 227

Leadership Education Short-term Competitive Advantage 227

Skip Prichard

JANUARY 14, 2020

As someone who has spent their career going inside organizations that do customer service extremely well – from Nordstrom, USAA, Southwest Airlines, Zappos , L.L. I blame many of these dubious ideas on the many stories about flashy cultural elements that are, in my opinion, coincidental to a company’s greatness.

Airlines 108

Airlines Mission Statement Customer Loyalty Mayo 108

Surviving Leadership

OCTOBER 29, 2018

This would include a day spent with an installation tech and a day spent with a call center agent – preferably, in a market other than your own. I cut my teeth on corporate America there and have carried those lesson with me throughout my career.

CFO 58

CFO P&L Call Center COO 58

Strategy Driven

NOVEMBER 18, 2015

But first, ask yourself why you want to make a career out of your hobby? And because technology now enables work to be a thing you do rather than a place you go, the opportunity to identify and develop unique career pathways is greater than ever! Boil down the essence of your purpose because it will drive you to success.

Simon 50

Simon Self-aware Call Center Agility 50

Women on Business

JANUARY 11, 2011

Your federal small business loan can fund a call center and answering service , linking local talent to employers nationwide. Detroit , MI With the auto industry and heavy manufacturing in decline, Detroit is using its stimulus dollars to combat soaring unemployment.

Press Release 157

Press Release Discount Education Transportation 157

Steve Farber

MARCH 20, 2017

Now retired, Dick started his career washing cars as a “Lot Boy” for Bank of America and eventually became a senior vice president. Dick actually closed the call center for a short period of time to bring everyone together when he announced the promotion and presented the framed letter to Charlene.

Letter 74

Letter Budgeting Cost Call Center 74

Miles Anthony Smith

APRIL 1, 2019

While not every tool is guaranteed to work for your team, if you’re looking to boost your customer service capacity, a great tool to consider for your business is a virtual call center. Take Full Advantage of Social Media Social media has proven to be a powerful aid for businesses to communicate with customers.

Skills 60

Skills Tips Call Center Bottom-up 60

Terry Starbucker

JULY 23, 2018

I started my career as a certified public accountant –because it was the fastest way to a professional paycheck. I knew the new suit really “fit” the day I sat in my office and decided to personally meet face to face with 87 people we had decided to lay off in a call center consolidation. The fair exit package wasn’t enough.

Leadership 181

Leadership Learning-by-Doing COO Follow-up 181

Strategy Driven

APRIL 24, 2014

Army Infantry, and later in my career as a Drill Sergeant. Instead of having an odd man out, I kept an old, beat up call center chair and my team got the good chairs until mine could be replaced. Army: Loyalty, Duty, Respect, Selfless service, Honor, Integrity, and Personal courage. We didn’t get enough delivered though.

Development 60

Development Team Loyalty Due Diligence 60

Terry Starbucker

AUGUST 27, 2017

The best example of “trap avoidance” working in the real world, for me, was during my cable TV career when I was talking to a call center agent about the “ policy ” of doing everything in her power to avoid a costly truck roll to a customer’s house. I rolled the truck, and I don’t care about the consequences”.

Call Center 192

Call Center Letter Policies Guidelines 192

Harvard Business Review

AUGUST 31, 2018

The women in my sample were asked to think back on two defining career moments that best prepared them to advance. How People Get Ahead. What were the critical events, and what lessons did they learn? I had a very diverse team with a very different and strong culture.

Management 13

Management Tacit Knowledge Diversity Leadership Pipeline 13

Harvard Business Review

OCTOBER 17, 2011

I recently polled a trailblazing group of women leaders — Northwestern University's Council of 100 — about their careers. How many of us were in the same job or even on the same career path today as we were when we graduated from college? The answer was three: three out of one hundred women.

Career 15

Career Travel Long-term Call Center 15

Harvard Business Review

DECEMBER 18, 2013

Sodexo developed both a mobile-optimized career site and an app to pull together information about the company’s recruiting efforts into one easy-for-Millennials-to-access place. Career planning Social media' Mobile Recruiting Apps. How an Auction Can Identify Your Best Talent. We Can Now Automate Hiring. Is that Good?

Company 12

Company Media Engineering Software 12

Harvard Business Review

AUGUST 3, 2017

And yet her research shows that less than 50% of people see their work as a calling. So many of her students are left feeling anxious and frustrated and completely unsatisfied by the good jobs and careers they do secure. The key is to become more conscious about the service you’re providing — as a whole and personally.

Apparel 8

Apparel How To Call Center Retail 8

Harvard Business Review

NOVEMBER 4, 2011

Witnessing the downward-spiral of Carla Sanders' career was painful — yet her experience offers an important commentary on the requirements of executive leadership in today's organizations. Shortly thereafter, the pace of her career progress began to stall. Carla's an actual executive whose name has been changed.).

Proposal 11

Proposal Cialdini Execution Influence 11

Harvard Business Review

JULY 12, 2011

Rules allow managers a surefire way to dodge their responsibility and protect their career. When customers contact a call center, it's because there is an exception within the existing process and they need judgment that only employees can provide.

Metrics 15

Metrics Film Guidelines Call Center 15

Harvard Business Review

OCTOBER 30, 2014

Today, we talk about giving employees a consumer-like experience: not “jobs,” but meaningful careers; not “roles”, but a sense of purpose. In much of the industrialized world, work has changed dramatically in the past 100 years. We have come a long way since the early days of assembly lines and Fordism.

Talent Management 11

Talent Management Human Resources Taylorism Taylor 11

Harvard Business Review

APRIL 17, 2015

We also found that the professionals we spoke with at Accenture, in offices on three continents, consistently lauded the firm for its willingness to support innovations, from Accenture Development Partnerships to professional programs for First Peoples in Canada and support for call centers in native communities.

Innovation 8

Innovation Company Supply Chain Open-book 8

Harvard Business Review

APRIL 8, 2015

Mid-Career Crisis. Maybe you didn’t start out in your company’s call center, like the super sales manager you’re emulating, but you could certainly work the telephones for a few days. If you discover the knowledge gap is fairly small, that should give you confidence. You and Your Team. Study on your own.

How To 8

How To Learning-by-Doing Conference Knowledge Management 8