Let's Grow Leaders

SEPTEMBER 22, 2014

I’ve spearheaded many such initiatives over the years, including the modeling of all the leadership jobs that were used in merger selection of the executive team. call center directors, team leaders). Here’s what such an informal competency could look like in the call center director world. An Example.

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Team Call Center Participative Wilde 466

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. An Encourager. A Challenger.

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How To Learning-by-Doing Course Call Center 551

Lead on Purpose

NOVEMBER 10, 2012

Throughout the ages, leaders and followers alike have wondered whether the process of leadership depends on inborn traits or whether it can be taught. Still, some people who strive for leadership never quite achieve it. Leadership skills can be taught. What is different about strategic leadership?

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Leadership Education Short-term Competitive Advantage 227

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. Did we set norms on how our team would operate?

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Call Center Energy Tools Participative 95

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. Did we set norms on how our team would operate?

Call Center 52

Call Center Energy Tools Participative 52

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