Let's Grow Leaders

SEPTEMBER 6, 2021

Whenever anyone asks me what leadership lessons I wished I’d learned sooner, I always have the same response. He was my technical expert— he knew everything about the network and call center operations. But don’t overlook the importance of a network of strong peer relationships. 4 Vital Peer Relationships To Nurture.

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How To Learning-by-Doing Course Call Center 551

Terry Starbucker

JULY 23, 2018

Leadership is one of my life’s great passions – and I’m pleased to share with you my journey (in three parts in 3 weeks) to what I consider to be the heart of great More Human leadership – the success trifecta. Along the way I learned SO many things about leadership, because I had the honor of actually DOING it.

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Leadership Learning-by-Doing COO Follow-up 181

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.

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Call Center Energy Tools Participative 95

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. Can't Get Enough Leadership , .

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eBook Call Center Consultative Sample 70

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.

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Call Center Energy Tools Participative 52

CEO Blog

JANUARY 2, 2011

CEO Blog - Time Leadership Sunday, January 02, 2011 Management - Its not what you Think Management - Its Not What You Think is a book of articles edited and complied by Henry Mintzberg. Ian Hamilton "Managing without managers," Ricardo Semler The collection articles emphasize that Leadership is messy and there is no right answer.

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Mintzberg Management Outsourcing CEO 189

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.

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Trends Open-book Blanchard Learning-by-Doing 100

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.

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Human Resources Call Center CEO Career 75

CO2

AUGUST 7, 2012

People often think of me as the Question Guy–one of the benefits of writing a book ( Just Ask Leadership ). They also think of me as an Executive Coach and Leadership Development Expert–since I work and write in those areas. Related Posts: Career Move Mindset (Part 1). Assess Your Leadership Style (Part 4).

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Brand Executive Coaching Storytelling Call Center 125

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.

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Call Center Incentives Library Document 98

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.

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Management Blanchard Books Call Center 150

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. Leadership Tip: great service cultures give employees leeway and power. Used by permission of HarperCollins Leadership. Copyright © 2020 by Micah Solomon.

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Airlines Mission Statement Customer Loyalty Mayo 108

Surviving Leadership

OCTOBER 29, 2018

I also truly appreciated some of the business practices that leadership followed that I have missed in other organizations, including ones highlighted in McCord’s book. 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.

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CFO P&L Call Center COO 58

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. He’s been a leadership hero of mine for years. ” Dick knows recognition is essential to building strong relationships, which is essential to great leadership.

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Letter Budgeting Cost Call Center 74

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. Women Leadership and Mad Men Some revolutions are bloody, and some are flash-in-the-pan moments. Authentic Leadership I was recently at the Pa. Governor’s Conference for Women.

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Press Release Discount Transportation Education 157

Miles Anthony Smith

APRIL 1, 2019

No matter what your company hierarchy (authoritarian leadership or servant leadership , it is important to improve your communication skills. 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.

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Skills Tips Call Center Bottom-up 60

Strategy Driven

APRIL 24, 2014

Army Infantry, and later in my career as a Drill Sergeant. This is leadership! 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. A Shift in Leadership Can Make a Multi-Million Dollar Impact.

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Development Team Loyalty Due Diligence 60

Harvard Business Review

AUGUST 31, 2018

Developing a diverse leadership pipeline can benefit companies in all sectors. And yet black women’s advancement into leadership roles has remained stagnant , even as the number of them in professional and managerial roles has increased. How People Get Ahead.

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Management Tacit Knowledge Diversity Leadership Pipeline 12

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”.

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Call Center Letter Policies Guidelines 192

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.).

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Proposal Cialdini Execution Influence 11

Harvard Business Review

APRIL 17, 2015

While there are some factors that make social innovation more likely than not — such as intrapreneurs who will champion them — Davis and White find that competing for talent, strong brands, and leadership transitions all correlate with stronger social initiatives.

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Innovation Company Supply Chain Open-book 8

Michael Lee Stallard

MAY 24, 2011

On Wall Street where I spent most of my career, most people are there for the money and status. (I Beryl brings goodness into the world by helping hospitals with call center support for doctor referrals and follow-up calls to check on patients who recently underwent treatment. I was attracted for those reasons too.)

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Content Call Center Workshop Learning-by-Doing 312

Harvard Business Review

MAY 17, 2016

He had started his career in one of those jobs, as a country manager, and worked his way up. We have seen management teams benefit greatly from setting up ways for them to “drop in” on customer calls, or call-center service discussions. ” Today, he confessed, “it is the worst job.”

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Execution Bureaucracy Self-aware CEO 9

Harvard Business Review

JUNE 7, 2016

His budget reduction isn’t an insult, it’s a career-building opportunity. But if Bob works at a company where the insurgent mission is alive, he knows he will be a hero if he helps fund Sally.

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Bureaucracy Short-term Budgeting Long-term 8

Harvard Business Review

MARCH 17, 2016

Beyond traditional hierarchies and contracts, networks and social and external collaborations will make leadership more horizontal, shared, and collective. Boundary-less work partnerships and networks augment capabilities and redefine careers, learning and workplace fairness and attractiveness. All-inclusive global talent market.

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Human Resources Technology Globalization Trends 8