HR Digest

JANUARY 21, 2022

Read on for some great tips on how to answer what motivates you in an interview. Then, show them how they can use this in your new position with them. How to answer what motivates you in an Interview. Now you know how to answer the “what motivates you” interview question. Make sure to keep it relevant, though.

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Motivation How To Sample Learning-by-Doing 98

Let's Grow Leaders

FEBRUARY 25, 2015

Have they been exposed to Covey’s urgent/importance matrix and know how to use it? They’re not really sure they know how to teach and develop their team, because they’re lacking some needed expertise and they’re trying to fake it. For My LGL Call Center Peeps. What Every Great Call Center Needs.

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Call Center Team Covey Discount 180

Strategy Driven

MARCH 11, 2021

There are call center software providers like [link] you can use to speed up the response time and track the customer journey from start to finish. Not Listening to the Customer. When dealing with a customer, it’s vital that you listen to everything they say so they feel valued and appreciated.

How To 123

How To Call Center Tactics Audience 123

Chart Your Course

SEPTEMBER 23, 2014

The Harvard Business Review published the results of a study that followed employees of a Chinese call center called Ctrip. Half of the workers telecommuted for nine months while the rest remained in the call center. These are the businesses that will be left behind and lose good employees in the process.

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Call Center Human Resources How To Cooper 207

Next Level Blog

MARCH 12, 2019

Here are some actionable ideas on how to do that: Create Opportunities to Connect – I first tuned into the “them” dynamic when I was an executive myself. In one of our client companies, members of the senior team each spent at least a day sitting in with the employees who staff their customer call center. It’s just “us.”.

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How To CFO Teamwork Learning-by-Doing 157

Let's Grow Leaders

JANUARY 31, 2014

At the beginning of each year, I travel the country giving inspirational kickoff speeches in call centers. Related Stories Unlikely Collaboration: The Secret to Success Getting Past Fake Talk at Work How to Recruit Leaders in Your Volunteer Organization.

Leadership Styles 403

Leadership Styles Call Center Leadership Travel 403

Let's Grow Leaders

APRIL 23, 2014

We needed some fun recognition to inspire call center reps to provide great customer service. “Let’s give […]. Related Stories How to Ensure Your Greatest Fears Come True 7 Ways to Spring Your Team into Spring 5 Ways to Make Your Meetings More Productive. They were buzzing with excitement.

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Call Center Energy Execution Career 388

Strategy Driven

NOVEMBER 27, 2021

There are lots of features you should look for when choosing contact center services, including the following: Call center analytics. You’re never going to be able to move your team forward and improve the customer service provided if you do not understand how you are performing at present. Call recording.

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Call Center ROI Reputation Follow-up 120

Let's Grow Leaders

AUGUST 10, 2015

Here I was ready to be a spokesperson and to wear it proudly, but I couldn’t figure out how! 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.

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PR Company Outsourcing Wireless 180

Let's Grow Leaders

APRIL 15, 2016

Sure I had done a lot of speaking before, but only to internal Verizon crowds or to my outsourced call centers where I was “the client. I wondered how my message would play outside the safety of my familiar world. And for my call Center Peeps, see my ICMI video interview How to Be a Better Contact Center Manager.

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Call Center Conference Outsourcing Advice 180

Strategy Driven

JANUARY 9, 2018

For example, if you have a call center, try sprucing it up by implementing call center gamification. Upgrade your technology, innovate repetitive tasks and always be thinking about how to make your environment more engaging for your staff. You just finished reading How To Better Engage Your Employees !

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How To Call Center Mentor Brainstorming 52

Eric Jacobson

OCTOBER 9, 2014

Did the employee fumble when transferring the call if making a transfer was necessary? Was there distracting background noise on the employee''s end during the call? Call Centers Eric Jacobson on Leadership and Management'

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Call Center How To Reference Efficiency 84

Leading Blog

MARCH 1, 2020

The Catalyst : How to Change Anyone's Mind by Jonah Berger. Cops chase robbers, doctors treat patients with chronic illnesses, and call-center reps address customer complaints. Create the Future teaches you how to think disruptively, providing specific steps to create real innovation and change.

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Books Handbook Leadership Tactics 379

Let's Grow Leaders

OCTOBER 21, 2015

When I recently published a post on the Lead Change Group Website, How to Promote Yourself Without Being Annoying , my first tip was “be confident in your product.” For example, when I am positioning myself for change management work in the call center space, I do believe I have a cocktail that is unique.

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Call Center Outsourcing Reference Education 180

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. ” She slammed the door and called Eric. You see there’s this meeting that I’m unable to attend, and it would be great if you could attend it for me.

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Call Center Career Mentor Politics 180

Chart Your Course

SEPTEMBER 16, 2018

Even something as standard as a company call center should be configured for the Gen Z working style. In particular, setting up a cloud call center that’s nimble and can assist employees with a range of solutions is crucial to give young employees the instant development they desire. Not sure how to go about it?

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Call Center Career Environment Course 100

Harvard Business Review

APRIL 19, 2011

In the not-so-distant past, it was standard practice in customer service to hire only those candidates who knew how to follow scripts, were familiar with the necessary technology, and had several years' experience in another call center. But a few years ago, American Express reexamined its call-center strategy.

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Call Center Attrition Hotels Metrics 15

Let's Grow Leaders

FEBRUARY 20, 2023

How to Make Business Metrics Meaningful Your blood pressure reading is important. If you’re a customer-service call-center supervisor, your key behaviors might include: Huddle with your team each day to connect and communicate. Listen to calls and provide balanced performance feedback.

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Metrics Balanced Scorecard Stress Long-term 266

Chart Your Course

JULY 31, 2017

However, determining which technology tools to use — and how to make it all work for your team — is another animal altogether. Here are five surefire ways about how to manage your field workforce from the cloud. According to RightScale, 93 percent of businesses use the cloud in some form or another. Not sure where to start?

Management 113

Management Software Call Center Tools 113

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. Sure enough, Colin had made one of the most frequent and well-intention mistakes that so often tank a solid interview. He appeared desperate.

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Cost Call Center Workshop Training 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 (..)

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Management Call Center Resistance Class 180

Great Leadership By Dan

MARCH 9, 2017

Our training is called “ The Orange Frog ,” and it highlighted stories of various frogs in parable format. Through it, employees learned the best practices of resilient leaders, how to become more adaptive, and how to develop a capacity to “see” more opportunities, which all lead to better business outcomes.

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Stress Long-term Reference Call Center 167

HR Digest

OCTOBER 25, 2023

They primarily organize call center jobs for customer services, sales, and other technical support. National Telecommuting Institute (NTI) This platform specializes in work-from-home disability-friendly jobs in both full-time and part-time roles.

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Diversity Telecommunications Call Center Training 116

Eric Jacobson

FEBRUARY 1, 2021

At Guardian, as new technology has streamlined some aspects of customer service, we launched a program to retrain call-center workers as programmers. Now we need to think about how to re-deploy those people, either permanently, or temporarily. Mulligan : The first step is to invest the time and money in workers.

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Skills Company Shaw Crisis 50

Women on Business

JUNE 15, 2012

First, teach customer service reps how to provide good service. For example, a customer service rep in a credit card call center, doesn’t just offer balance transfer, they help people save money and reduce anxiety by combining their credit cards into one. And build enthusiasm by helping them see the higher purpose of their job.

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Bottom-up Learning-by-Doing Call Center Sports 193

Lead Change Blog

MAY 5, 2015

The part of this section of the book that most struck home for me was the discussion of how to home in on a One Minute Goal. 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.

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Management Blanchard Call Center Books 150

CEO Blog

JANUARY 2, 2011

I always knew that my career at the Air Maple Leaf call center would lead to great things." I call it CEO Blog - Time Leadership because of my keen interest in time. Ive authored a Time Leadership Audio CD, book and eBook ; "How to use the Secrets of Leadership for Time Management".email I am CEO between positions.

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Mintzberg Management Outsourcing CEO 189

Great Leadership By Dan

JANUARY 26, 2017

Being decisive on how to prioritize global expansion is key here. This includes which countries will have a call center in the primary language, localized products, a comprehensive digital presence, and globalized partner programs. However, those companies with a globalization strategy will reap the benefits.

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Globalization Budgeting Strategy Compliance 120

Eric Jacobson

NOVEMBER 3, 2020

At Guardian, as new technology has streamlined some aspects of customer service, we launched a program to retrain call-center workers as programmers. Now we need to think about how to re-deploy those people, either permanently, or temporarily. Mulligan : The first step is to invest the time and money in workers.

Skills 65

Skills Company Shaw Crisis 65

Surviving Leadership

OCTOBER 29, 2018

Whether or not you think Netflix is a company you want to emulate (and there are those who question some of their tactics ), Powerful outlines some very relevant points about how to be intentional about the organization your building – from the culture to employee engagement.

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CFO P&L Call Center COO 58

Miles Anthony Smith

APRIL 1, 2019

The Ultimate Guide of 22 Tips: How to Masterfully Improve Business Communication Skills in the Workplace Are you wrestling with any of these issues? Unsure of how to talk to management? Understanding how to interact with coworkers and analyzing different workplace situations is a challenge for us all.

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Skills Tips Call Center Bottom-up 60

Skip Prichard

JANUARY 14, 2020

In a great company culture, not only are employees empowered to assist customers in proactive (and, at times, inconvenient or expensive) ways, they also have a level of creative control over how they carry out their day-to-day duties.

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Airlines Mission Statement Customer Loyalty Mayo 108

Tony Mayo

OCTOBER 13, 2010

Biography of Werner Erhard, the Source of Executive Coaching How to Conduct a "Customer Listening Session" Twitter Log XII Spidertown by Abraham Rodriguez, Jr. This article ( [link] ) offers great insights into how to coax employees to add to the service process. CEO Executive Coaching Fees My Protein Shake Recipe One more question.

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Mayo Executive Coaching Efficiency Handbook 146

LDRLB

NOVEMBER 22, 2010

Goal-focused leaders provide specific goals and task structure to match those goals, make suggestions on how to achieve goals, and follow-up to ensure goals are achieved.

Organizational Behavior 60

Organizational Behavior Call Center System Goal 60

Terry Starbucker

JULY 19, 2015

This group, called Connection Enterprises , would call all new subscribers after they had the service for a week or two, and have a conversation with them, thanking them for their business, and asking a couple of questions about the quality of their service. They knew what to say, and how to say it. Bob was insistent. “We

Leadership 150

Leadership Metrics Price Mass Marketing 150

The Empowered Buisness

JULY 14, 2015

how to do something faster, better or cheaper) over procedures; high motivation toward goals, rather than avoiding problems; and high future time orientation with a focus on long term strategies, future customer needs and environmental changes. Within 6 months, low performers became high performers. Increased revenues – 33%.

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Motivation Leadership McClelland Long-term 100

Skip Prichard

OCTOBER 14, 2019

Appletree Answers is a call center company created through a “roll up” of smaller companies. He wanted to improve their lives and recognize the financial distress that they’re under, figuring out how to pay them more and increase their engagement.

How To 83

How To Simon Learning-by-Doing Organization 83