Call Center Leadership Long-term Management 
Let's Grow Leaders
FEBRUARY 20, 2023
In contrast, managers who haven’t learned this secret focus on the numbers and frantically swivel their team’s focus back and forth between twenty-seven different measurements – most of which don’t directly affect results. Managers who don’t understand the difference between a score and what it represents will beat people up with the number.
Terry Starbucker
DECEMBER 8, 2013
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. I break it down to 4 steps: Set up meaningful metrics and measurements, both short-term and long-term, that cascade down the organization.
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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?
Lead Change Blog
MARCH 1, 2018
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. You can do this by talking about your long-term plans involving them, or asking where they see themselves in the company in the future.
Terry Starbucker
MAY 22, 2016
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. We needed a central call center. The human impact scared me.
The Empowered Buisness
JULY 14, 2015
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. Before delving into 7 key leadership motivation patterns, let’s first look at 3 often-missed truths about performance. Decision making style.
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 did (or didn’t) managers play a role? What made their ascent possible?
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