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 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.

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.

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

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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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.

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?

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?

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

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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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

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

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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.

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.

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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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.

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


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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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?

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?

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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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

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.

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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View from the 40th Floor: Change at the Top and Bottom

Decker Communication

Those were the words of the leader of one of our multi-billion dollar clients, which accents the amazing changes in leadership over the last 40 years. . As we close out the decade, let’s look at how leadership has become decentralized and team-oriented.

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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.

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 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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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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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

How to Become a Healing Leader

Skip Prichard

Appletree Answers is a call center company created through a “roll up” of smaller companies. To help people in such situations, the company started a program called Dream On. The results of John Ratliff’s healing leadership have been dramatic.

How to Get Employees to Care About Your Company

Let's Grow Leaders

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.

Build Your Own Competency Model- A Team Exercise

Let's Grow Leaders

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). Won’t hesitate to hop on a call to deescalate a tough customer situation.

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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?

Why NPS (Net Promoter Score) is Never Enough

Let's Grow Leaders

The call center had ventured into this unknown territory organically. Their leadership knew their processes needed rigor, so they called me in to take a look and help them create a scalable model. Please give me a call at 443/750-1249 for a free consultation. .

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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