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. His energy toward great service serves as a charismatic contagious vortex that inspires daily action. Of course, the further you take it, the more impactful the exercise becomes.

Team 466

Team Call Center Participative Wilde 466

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. Authenticity & Transparency Energy & Engagement credibility employee engagement transparency Trust' ” These reps were worried about putting food on the table and gas in the car.

Long-term 504

Long-term Call Center Energy Commitment 504

Leading Blog

MARCH 1, 2020

Cops chase robbers, doctors treat patients with chronic illnesses, and call-center reps address customer complaints. It combines Jeremy's high energy provocative thinking with tactics that have been battle tested through projects with leading innovators like Disney, Starbucks, Amex, IBM, Adidas, Google, and NASA.

Books 375

Books Handbook Leadership Tactics 375

Decker Communication

JUNE 28, 2021

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. Voices would be coming from every corner of the room and many people would stand to increase their energy over the phone.

Call Center 52

Call Center Energy Tools Participative 52

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

JULY 28, 2014

When I was a call center Director, I worked for a Senior VP who was strong, tough and introverted. But, she was a good leader who deeply understood the value and made it a point to spend quality time in the centers. Communication Energy & Engagement employee engagement executive visits management by walking around mbwa'

Long-term 439

Long-term Call Center Execution Learning-by-Doing 439

Let's Grow Leaders

DECEMBER 22, 2016

Police, firefighters, military, call centers, convenience stores. In our family we also have concerns that weigh heavy. Stopping can sometimes be too quiet. I am also so grateful to all who cannot stop this holiday. There are many people “going” to empower our stopping.

Power 180

Power Film Call Center Workshop 180

Talent Anarchy 1

SEPTEMBER 12, 2017

In one case study, they used this tool (among others) to diagnose the differences between team performance within a call center at GM. Underperforming call center teams improved performance by 25 percent by intentionally taking steps to help individual team members strengthen their relationships with one another.

Call Center 118

Call Center Case Study Bottom-up Travel 118

Let's Grow Leaders

APRIL 3, 2015

Instead of our enterprise customers typing in their service orders in an email for call center reps to retype them into our systems (which almost always contained errors) the customers now had an easy interface that would “flow through” to the backend systems. From my perspective, the new system was genius.

System 180

System CRM Call Center Energy 180

Chart Your Course

JULY 31, 2017

For example, Aspect uses forecasting tools and looks at historical patterns to better determine the number of agents who should be working in your call center at any given time. In other words, the workforce management software allows you to staff your call center appropriately without much in the way of logistics.

Management 113

Management Software Call Center Tools 113

HR Digest

OCTOBER 25, 2023

They primarily organize call center jobs for customer services, sales, and other technical support. Their collection of CareerCast Niche Networks includes other opportunities as well, such as their Diversity and Bilingual Network, Green Network, Trucking Network, Energy Network Temporary and Part-time Network, etc.

Diversity 116

Diversity Telecommunications Call Center Training 116

Strategy Driven

FEBRUARY 19, 2021

Some remote workers, security guards, health care professionals and call center agents of companies that offer 24/7 customer support have to work the graveyard shift. Although sugary treats provide an energy spike, they’re temporary. Many Americans are snug in their beds once the clock strikes the witching hour.

Motivation 73

Motivation Productivity Products Wireless 73

Let's Grow Leaders

SEPTEMBER 14, 2016

the call center I’d been called in to doing consulting work was doing so much right. I’m here every Saturday right along with them. I bring bagels. The day I forgot the bagels, I bought lunch. We have fun incentive programs and have really positive approach to coaching. I was intrigued.

Morale 180

Morale Incentives Call Center Tips 180

Strategy Driven

JANUARY 9, 2018

It’s worth your time and energy to find ways that help build a collaborative environment. For example, if you have a call center, try sprucing it up by implementing call center gamification. Engaging your employees benefits everyone; your staff is happier, and the business experiences more success.

How To 52

How To Call Center Mentor Brainstorming 52

Lead Change Blog

JANUARY 13, 2015

Here at Lead Change Group, we know that problems are most effectively solved when individuals come together to meld ideas, energies, and approaches. I had a strong track record of success in human resources and call centers, but my highly experienced team was skeptical. To use a golf analogy, not every shot is a long drive.

Retail 150

Retail Morale Call Center Human Resources 150

Let's Grow Leaders

AUGUST 14, 2015

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. You see there’s this meeting that I’m unable to attend, and it would be great if you could attend it for me. She asked me to attend, but I’m busy.

Call Center 180

Call Center Career Mentor Politics 180

Let's Grow Leaders

JULY 13, 2015

For example, I was all ears when my informal millennial coaches (employees in my organization at the front lines who I specifically put on my informal board of directors to tell me the truth) told me how to become more trusted and accessible to the front lines: Stop wearing a suit and heels to the call centers it was too intimidating; bring my humor (..)

Management 180

Management Call Center Resistance Class 180

Let's Grow Leaders

MARCH 14, 2019

How do you build a high-performing, cohesive team when people are working on different schedules? Clarity is even more important as you get everyone working toward the same goals and it takes extra effort to build relationships with little face-time. Here are […].

Team 497

Team How To Goal Call Center 497

Let's Grow Leaders

AUGUST 10, 2015

When 2 decades later I led the outsourced call center channel, it became obvious in about 37 seconds that these outsourced employees working for Verizon Wireless were wild about getting a hold of some VZW gear and would be honored to wear it. All I wanted for Christmas was for my husband to get a hold of a Bell Atlantic sweat shirt.

PR 180

PR Company Outsourcing Wireless 180

Women on Business

JANUARY 11, 2011

Ranking third in Popular Science ‘s list of ‘America’s Greenest Cities,’ Boston is putting its recovery money toward clean-energy initiatives. Partner with local R&D brainpower to start your own clean-energy venture.

Press Release 157

Press Release Discount Education Transportation 157

Tanveer Naseer

AUGUST 5, 2014

Schemas reflect these changes of context; thus, when a call center employee is operating in a help-a-family schema, the kinds of behaviors that are appropriate are quite different from those in a deal-with-a-customer schema. He has experience working in financial services, energy, engineered products and services, and consumer goods.

Motivation 279

Motivation Proposal Stress Goal 279

Terry Starbucker

JULY 5, 2015

Those “extras” always stand out – in fact, they typically provide an extra dose of positive energy that makes a huge difference for anyone who comes under their spell. queried Allan, one of my managers who ran our call center. “I I want all of us to do the Saturday Night Live Cowbell skit at the holiday party”.

Leadership 150

Leadership Letter Conference Definition 150

Strategy Driven

JANUARY 2, 2015

Used out of context, words become excuses, gibberish, rationales and basically wastes of energy. ‘Customer care’ means that customer service is palmed off on some call center. The Big Picture of Business – Doing Your Best Work on Deadlines: Mobilizing the Energy for Best Business Success. Words count.

Strategy 50

Strategy Strategic Planning Budgeting Risk Management 50

Harvard Business Review

OCTOBER 22, 2018

Our call centers became the FEMA call centers. For example, now with our call center experience, we are competing for the call centers for the U.S. We needed to adjust our plan to give room and seize the opportunities that had risen within housing, energy, and services. and Caribbean.

Media 10

Media Company Call Center Real Estate 10

Harvard Business Review

SEPTEMBER 28, 2018

Take our work with Consumers Energy in Michigan. When they asked us to help them figure out why, we spent time with Consumers Energy users in Flint and quickly saw that the billing process was too opaque, with too many unexpected charges. Early signs have been positive, with increases in sales conversion and first call resolution.

Energy 11

Energy Creativity Brainstorming Call Center 11

Harvard Business Review

JANUARY 27, 2014

Instead, senior leaders give supervisors the responsibility and authority to earn the enthusiasm, energy, and creativity that signal deep employee engagement. Call center representatives, sales specialists, field technicians, and others on the front line know intimately which aspects of the business annoy or delight customers.

Trends 16

Trends Survey Outsourcing Call Center 16

Harvard Business Review

JANUARY 28, 2015

For example, a call center may pride itself on completing X percentage of service calls within 30 seconds, but that’s not a valuable metric for determining overall customer satisfaction – or what the customer then does after that service interaction.

COO 8

COO Planning Metrics Call Center 8

Harvard Business Review

AUGUST 16, 2013

I saw this firsthand when I was a PhD student, in the call center of a large telecommunications company. Joan, a 24-year-veteran of the call center, told me, "I really enjoy my work." When customers call, it''s often because they have a problem that is frustrating to them. Joan''s emphasis.]

Call Center 12

Call Center Telecommunications Stress Film 12

Harvard Business Review

MAY 5, 2016

At one large telecom firm, the overburdened customer contact/call center function throttled back an 18-month plan to double people’s productivity in favor of a radically different approach. This clean-sheet customer experience prioritization over more traditional call center KPIs had a huge effect.

Levitt 8

Levitt Disaggregation Kaizen Call Center 8

Harvard Business Review

NOVEMBER 7, 2014

I started in the call center,” a CEO from a financial services business unit told us. “I When the number of engaging leaders amounts to a critical mass, their energy and mutual support can change the engagement culture of the organization. Formative early experiences. Engaging leaders don’t just start out this way. “I

Workshop 14

Workshop Restructuring CEO Morale 14

Harvard Business Review

NOVEMBER 7, 2014

I started in the call center,” a CEO from a financial services business unit told us. “I When the number of engaging leaders amounts to a critical mass, their energy and mutual support can change the engagement culture of the organization. Formative early experiences. Engaging leaders don’t just start out this way. “I

Workshop 14

Workshop Restructuring CEO Morale 14

Harvard Business Review

MARCH 12, 2018

For example, when leaders brought scholarship students into a call center to thank the fundraisers for the money they raised, the fundraisers became more persistent and made a lot more calls on their shifts. versus $2,459.44 for fundraisers who did not talk to a scholarship student.

Motivation 15

Motivation Lean Manufacturing Management System 15

Harvard Business Review

AUGUST 5, 2014

Point solutions, such as focusing on the call center, the store, or the website, no longer cut it in a multichannel environment, not when delivering excellent customer journeys can increase revenues up to 15 percent and cut costs by up to 20 percent. Marketing plays an oversight and coordinating role in this process.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

OCTOBER 17, 2011

Go get a job waiting tables, working at a call center, or freelance for a small business. If you're not utilizing your "highest and best" value in the marketplace, take that energy and enthusiasm and apply it elsewhere as a force for positive good. But making money often helps you ultimately do what you love. Contribute.

Career 15

Career Travel Long-term Call Center 15

Harvard Business Review

FEBRUARY 9, 2011

Frontier Communications, for example, has found that work-at-home agents are 25% more productive and have double the retention rate of work-in-the-call-center agents. In fact, there's a lot of evidence that lattice ways to work can actually raise productivity. But to reap these benefits, it takes more than technology.

Productivity 14

Productivity Products Real Estate Bottom-up 14

Strategy Driven

DECEMBER 3, 2019

These new capabilities connect to the work we’ve done over the past several decades inside our enterprises to automate processes with tools — such as accounting systems, supply chain, call center, and such. Leadership should make it clear that they are offended by wasting time, as it’s also wasting energy, resources and brain space.

Agility 65

Agility Banking Supply Chain CTO 65

Harvard Business Review

AUGUST 8, 2013

Its Gen2 "machine-room-less" product replaced woven ropes with flat polyurethane-coated steel belts for savings in noise, energy consumption, and space, eliminating the traditional rooftop "machine room." (One According to a Booz study , such external R&D in India alone will exceed $37 billion annually by 2020.

Engineering 8

Engineering Globalization Innovation Marketing 8