13-point Checklist To Evaluate Your Call Center's Customer Service

Eric Jacobson

Every business leader should periodically call his/her company to observe how their customers are being treated by their employees -- because, all too often a phone conversation becomes a customer turnoff rather than a relationship builder.

13-Point Checklist To Quality Control Your Customer Service Call Center

Eric Jacobson

Every business leader should periodically call his/her company to observe how their customers are being treated by their employees -- because, all too often a phone conversation becomes a customer turnoff rather than a relationship builder.

The Turnaround Factor: Digging Deeper

Let's Grow Leaders

One of the most important leadership lessons of my life happened five minutes after I stepped off that stage. Lisa was one of the heroines in this call center’s turnaround story, I was delighted to talk to her to understand the secret to her success.

The Meeting to Decide Whether to Outsource the Call Center

Management Excellence

Customer Service Leadership Performance Quality Systems Management Social Commentary Social Satire Customer Abuse Dumb Decisions Peformance qualityNote from Art: this is a rave. I was on the receiving end of one too many miserable support experiences recently, and this is my, “I’m Madder than Hell…” response. To the Executives and CEOs who believe it is a good idea to make your customer's lives miserable, get a clue.

Shooting Freethrows: 7 Basic Competencies Every Team Leader Must Master

Let's Grow Leaders

7 Basic Leadership Competencies Every Team Leader Must Master. The biggest request I get for leadership development is not: “How do I get my A players to the next level?” What have you found are the most frequently underdeveloped leadership basics?

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How to Be a Better Team Leader: A Case Study

Let's Grow Leaders

After all this was a recognition focus group for the top reps in this enormous call center. 21 Great Thoughts on Leadership Development: A Frontline Festival. accountability Authenticity confidence Fear and Courage grow your career Risk taking call centers career development disengagement employee engagement frontline leader frontline leadership leadership team leaders

Why Our Employees Asked Us To Stop Giving Away Cars

Strategy Driven

Corporate Cultures business leadership business management call center corporate culture craig handley employee engagement listen up español strategydriven Easy-to-implement ideas to improve your corporate culture and drive employee engagement.

Max’s Leadership Touch

Lead Change Blog

He also authored several books on servant leadership. My favorite book is Leadership Jazz. Max opened the book with a powerful story that zeroed in on the essence of leadership. Leadership Coaching

How I Discovered My Leadership Secret Weapon

Terry Starbucker

Note: This is the 4rd installment of excerpts from my book manuscript of “More Human: A Journey To The Heart Of Great Leadership”. . It was a marker I could meaningfully connect to a higher purpose of employee happiness -one of the key principles of More Human Leadership. Leadership

Five Steps to Resource Optimization: Any process can be improved.

Strategy Driven

Mary Grace holds leadership appointments with several professional societies including Knowledge Discovery and Data Mining and the Institute for Operations Research and the Management Sciences. StrategyDriven effective executives, efficient employees Home About The StrategyDriven Organization Our Company Our Contributors Karen K. Juliano Howard T. Dickens Jr. Lucas D. Ives Sharon Drew Morgen Hank Moore Jamie P.

Deep Motivations, Not Competencies, Drive Leadership Performance

The Empowered Buisness

It’s called motivational profiling. Your underlying (and often unconscious) attitudes and motivations determine what you pay attention to and focus on in your leadership role. Different leadership roles require different motivation patterns for high performance in that role.

How To Spin A Huge Mistake Into Leadership Gold

Terry Starbucker

It is the state capitol of Wyoming, and if you’re looking for a place to get the taste of the cowboy way of life, and of what is called the “Code of the West”, Cheyenne’s your town. After a flurry of calls back and forth we figured out what was happening. “It’s Leadership

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5 Ways to Unblock Leadership Energy

Let's Grow Leaders

I felt my energy drain as I drove toward the call center. The center’s results were stagnant– it was time to dig deeper. The post 5 Ways to Unblock Leadership Energy appeared first on Let's Grow Leaders.

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Why Great Leadership Can Always Use More Cowbell

Terry Starbucker

Note: This is the 3rd installment of excerpts from my book manuscript of “More Human: A Journey To The Heart Of Great Leadership” The first installment is here , and the second here. . queried Allan, one of my managers who ran our call center. “I Leadership

What is Strategic Leadership?

Lead on Purpose

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. Through education and the learning of new leadership strategies, people can understand what it takes to lead a group. What is different about strategic leadership? What can you do with strategic leadership skills?

More Human: My Journey To The Heart Of Great Leadership (Part 1)

Terry Starbucker

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. Leadership

Getting Things Done: How Great Leadership Moves From Talk To Action

Terry Starbucker

The “ getting things done ” part of leadership is where the successes get separated from the failures, and oftentimes it doesn’t get the attention that it truly deserves. Leadership Leaders do a lot of talking.

3 Unexpected Uses for Word Clouds: Leadership Style

Let's Grow Leaders

At the beginning of each year, I travel the country giving inspirational kickoff speeches in call centers. Word Cloud Crowd Sourcing While preparing the speech, I […] The post 3 Unexpected Uses for Word Clouds: Leadership Style appeared first on Let's Grow Leaders. This year, the theme of my speech is creating “connections” with our customers and our teams. What better way to reinforce connections, than to include everyone in the speech writing?

When Leadership Is Just Sucking It Up And Doing The Right Thing

Terry Starbucker

This is another installment of excerpts from my book manuscript of “More Human: A Journey To The Heart Of Great Leadership”. This excerpt tells two very contrasting stories about a job of leadership that is never, ever, easy – having to let people go. Leadership

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Aretha Franklin’s Short Course In Great Leadership

Terry Starbucker

And within the meaning of that song is an extremely valuable leadership lesson. Or knowing that a call center agent puts on a headset at 8AM, and aside from breaks and lunch, the calls NEVER stop. One of the best things I ever did was to go on “ride alongs&# with the technicians, or put on the headset myself and take calls (my goodness, that was one of the scariest moments of my life, just getting those “beeps&# in my ear over and over and over again).

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On leadership: My video interview with serial entrepreneur Chris Ducker!

Bernd Geropp

With his company Group Live2Sell Chris offers quality inbound call center services and Telemarketing services for B2B and B2C. My interview with Chris on leadership and more… In the interview I pick his brain on leadership, entrepreneurship and personal branding.

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4 Important Ways Leaders Earn Respect, Gracefully

Terry Starbucker

Respect is a much-talked and much-written about cornerstone of effective leadership, particularly the more human kind. Or knowing that a call center agent puts on a headset at 8AM, and aside from breaks and lunch, the calls NEVER stop. Leadership

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Focus on the Fundamentals

Let's Grow Leaders

” -Larry Bird I walked into the call center training room and the team was all working on the call center equivalent of a basketball “3 pointer” […] The post Focus on the Fundamentals appeared first on Let's Grow Leaders.

Leaders Beware: The Peril Of The Accountability Trap

Terry Starbucker

That is, how do you avoid what I call the “ accountability trap “, where teammates are so focused on what happens if they run afoul of their responsibilities that they go into a paralysis, unwilling to take any risks to drive the company forward. Leadership

In Search of the Perfect “Boss”

Lead Change Blog

Because despite all our efforts to “lead change” and encourage servant leadership, most of our readers are struggling in imperfect hierarchical organizations working for an imperfect boss. Author information Karin Hurt CEO at Let''s Grow Leaders Karin hurt is CEO of Let''s Grow Leaders, a leadership consulting firm focused on helping companies achieve transformational results by building rock-solid frontline leadership teams.

The Classic Business Dilemma and 4 Steps To Solve It, (Almost) Every Time

Terry Starbucker

A lot of it surrounded improvements to call centers, and this was where the dilemma came to the surface. The implication was clear – improve the call center “service level” (the percentage of calls answered within 30 seconds), or suffer the slings and arrows of impatient customers.

The Insiders Guide to Micromanagement

Lead Change Blog

Read more… Author information Karin Hurt CEO at Let''s Grow Leaders Karin hurt is CEO of Let''s Grow Leaders, a leadership consulting firm focused on helping companies achieve transformational results by building rock-solid frontline leadership teams. Her high-trust, high-collaboration approach has led to substantial improvement across the portfolio, with centers performing at parity or above internal centers. Are you a micromanager?

3 Small Steps for a CEO, One Giant Leap for Leadership

LDRLB

If you don’t have a factory, work in the store or the call center or the warehouse or… Handle Consumer Complaints. Sometimes I had to stay late on a Friday to make five telephone calls to make my weekly quota. Innovation bell executive leadership innovation

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Bringing Unity to a Remote Team

Lead Change Blog

Taking the first one or two minutes of a conference call to talk about the weather or a common neutral interest will lighten the mood and show that you care about them and not just the project at hand. For instance, if you hire a call center and have received several customers commenting on their great interaction with a certain representative, let her manager know. Leadership Team Dynamics Uncategorised Collaborate relationships employee engagement people management

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Turning Observation into Innovation

Leading Blog

What have we done that could be called really innovative in the last year? It’s why companies like Google and Intel have called upon corporate anthropologists to bring give them fresh perspectives on their own businesses. E VERYONE WANTS to be an innovator.

Defining Your Unique Value Proposition: A LGL Virtual Meet and Greet

Let's Grow Leaders

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. I’m uniquely positioned to help a call center turn their results around. What is your unique value proposition?

How to Stop Being “Them” and Start Being “Us”

Next Level Blog

It’s called Slowing Down to the Speed of Life. Sit In with the Front Liners – In our Next Level Leadership® group coaching program , we have high potential leaders shadow senior leaders for a day. What I’ve seen in our best client companies over the years is that after hosting a few shadow days, the members of the senior leadership team recognize that they should be shadowing colleagues who are closer than they are to the everyday experience of the front line.

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Chip Shots – When The Leader You Got Is Not The Leader You Wanted

Lead Change Blog

In our Chip Shots feature, our Leading Voices are invited to provide brief insights into a leadership dilemma. Leadership is not about being the pawn of a certain constituency; it is about following core principles and values in carrying out the mission you were charged with implementing.

How To Better Engage Your Employees

Strategy Driven

Leadership has to step up and take the initiative if you want to experience real change. For example, if you have a call center, try sprucing it up by implementing call center gamification.

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Why Respect HAS To Be A Two-Way Street

Terry Starbucker

This morning I was reading the business section of the Oregonian and I saw these survey statistics – 86 percent of employees trust their leadership less today than they did 5 years ago, and 70 percent of people say they are “disengaged at work” What’s going on?

Beware Of The Accountability Trap

Terry Starbucker

That is, how do you avoid what I call the “ accountability trap “, where teammates are so focused on what happens if they run afoul of their responsibilities that they go into a kind of paralysis, unwilling to take any risks to drive the company forward. She was describing a recent call she had with an elderly woman, who was too frail to climb under her desk to reset a cable modem. Leadership accountability trap leadership accountability

Introducing The New One Minute Manager

Lead Change Blog

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. Books Ken Blanchard Leadership Management Spencer Johnson

Sprinkles For Leaders

Lead Change Blog

It is Zappo’s CEO Tony Hsieh working in the call center on the phone when call volume is especially high. Add sprinkles to your leadership! Books Collective Genius customer service Leadership

Even “bad” cultures get some things right

Surviving Leadership

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. Field visits: We used to call them “ride alongs.”

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Employee Recognition: Why It’s So Important and How to Do It

Chart Your Course

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.

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3 Small Steps for a CEO, One Giant Leap for a Leader

In the CEO Afterlife

If you don’t have a factory, work in the store or the call center or the warehouse or. Sometimes I had to stay late on a Friday to make five telephone calls. Calling all CEO’s: disrupt the status quo, get your hands dirty, and drive innovation within your organization.

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4 Quick and Easy Ways to Make Someone’s Day. #3 is so important!

Lead by Adventure

She called very confused and wasn’t sure exactly what she needed, and I helped her figure it out. When I was in grad school, I was assigned to read a book by Henri Nouwen called Reaching Out. When my wife and I lived in Dallas, I worked for a call center for a very short amount of time. Part of the training there was called, Smile and Dial. Have you ever had someone tell you that you made their day? I did, in fact, just today.

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Managing Remote Employees: Lessons Ancient Rome and Today

Great Leadership By Dan

This post was recently published as a guest post on SmartBlog on Leadership : Question: What do these five “established” jobs: - Call Center Representative. distance Rome flexible work virtual teams remote management leadership telecommutingThe Colosseum. ?This