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. A successful company, A happy team, And a fulfilled YOU. It was “success”, but it felt empty.

Leadership 181

Leadership Learning-by-Doing COO Follow-up 181

Let's Grow Leaders

FEBRUARY 20, 2023

When I met with Sarah’s team later in the day for a focus group and asked what success looked like, they told her, “Ninety-four.” If you’re a customer-service call-center supervisor, your key behaviors might include: Huddle with your team each day to connect and communicate. “What are you planning as your key message?”

Metrics 266

Metrics Balanced Scorecard Stress Long-term 266

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.

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Motivation Leadership McClelland Long-term 100

Lead Change Blog

MARCH 1, 2018

This can lead to a loss of confidence and less successful projects. 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. That’s what creates a successful company. Positive Feedback.

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Team Conference Outsourcing Bond 216

Strategy Driven

MAY 4, 2016

Here are three tips to help successfully manage organizational change: Listen to employees: It is critical that you or the leadership team take the time to carefully listen to what employees are feeling and saying regarding the change and confront any fears head on. So how do you manage change at the fundamental organizational level?

Succession 50

Succession Management Parcell Call Center 50

Terry Starbucker

JULY 5, 2015

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. . It is a key step towards building the culture of accountability that is the heart of More Human leadership. ” – Robert Orben.

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Leadership Letter Conference Definition 150

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. From small to large ways, employee appreciation is an essential part of all successful businesses.

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Call Center Human Resources How To Cooper 207

Lead Change Blog

JUNE 22, 2020

On one occasion, a group of us were working on a national project to improve call center productivity. Certainty that had been shaped—as well as rewarded—by past successes, group think, and implicit bias. Ah, how our brains love certainty. I’ve tumbled into the trap of certainty trap several times.

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Proposal Participative Call Center Uncertainty 214

LDRLB

OCTOBER 1, 2012

Critical to their success and that of their organization is how they carve up the hours on the clock. Differentiation holds the key to competitive success. If you don’t have a factory, work in the store or the call center or the warehouse or… Handle Consumer Complaints. CEOs by nature are time-starved species.

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CEO Competitive Advantage Business Model Innovation 151

Great Leadership By Dan

MARCH 9, 2017

This can and does translate into workplace productivity and overall company success. When you are passionate, happy and engaged in what you are doing, how is your own productivity and success? Our training is called “ The Orange Frog ,” and it highlighted stories of various frogs in parable format. No iron fist ruling necessary.

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Stress Long-term Reference Call Center 167

Lead Change Blog

JANUARY 13, 2015

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. Our first Chip Shots post can be viewed here.

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Retail Morale Call Center Human Resources 150

Next Level Blog

MAY 11, 2021

A few years ago, I participated in an early use of remote presence technology when I delivered a leadership workshop at GE Digital. You start with what is the Purpose of our work together; who does it serve and how does it make the world better?

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How To Participative Content Creativity 130

Strategy Driven

JUNE 19, 2014

To ensure you’re able to prove your success, send out a survey to employees about the current company culture. Craig Handley is a networking monster with an unstoppable combination of hard work, ingenuity, and creativity that has sparked the vision and growth that drives the success of Listen Up Español.

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Call Center Incentives Library Document 93

Strategy Driven

JANUARY 9, 2018

Engaging your employees benefits everyone; your staff is happier, and the business experiences more success. 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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How To Call Center Mentor Brainstorming 52

Lead Change Blog

FEBRUARY 12, 2015

They toil for successful outcomes and take pleasure in winning relationships. 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'

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Open-book Airlines CEO Hotels 150

Great Leadership By Dan

AUGUST 28, 2012

This post was recently published as a guest post on SmartBlog on Leadership : Question: What do these five “established” jobs: - Call Center Representative. Now go find at least three other managers who have had success managing remote employees and pick their brains. The Colosseum. ?This Salesperson. Truck Driver.

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Management MBO Learning-by-Doing Micromanagement 243

Lead Change Blog

MAY 5, 2015

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. ” Success lies much more in the outlook of the people than it does in the condition of the machines. Here are a few highlights that stood out for me: One Minute Goals.

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Management Blanchard Call Center Books 150

Great Leadership By Dan

JANUARY 26, 2017

Facebook, Apple, or PayPal, all enjoy global success. They can see huge success in China or the United States simply because of its pure customer diversity and thirst for constant improvements. Guest post from Anna Schlegel : More than half of Google’s revenue comes from outside the United States.

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Globalization Budgeting Strategy Compliance 120

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

CO2

APRIL 1, 2014

Success in one business doesn’t mean you will find equal success elsewhere. The business was in the call-center space like our firm and it would enable us to enter a coveted new market: selling insurance over the phone. The post Icarus Principle appeared first on Elements of Leadership.

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Insurance Licensing Call Center Entrepreneur 84

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. It is going to take a true public/private partnership to make the re-skilling of our workforce a success. Mulligan : The first step is to invest the time and money in workers.

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Skills Company Shaw Crisis 65

Steve Farber

MARCH 20, 2017

He’s been a leadership hero of mine for years. Dick actually closed the call center for a short period of time to bring everyone together when he announced the promotion and presented the framed letter to Charlene. Just ask Dick Nettell. If they handed out Grammy’s to leaders, he’d have a closet full of them.

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Letter Budgeting Cost Call Center 74

Miles Anthony Smith

APRIL 1, 2019

No matter what your company hierarchy (authoritarian leadership or servant leadership , it is important to improve your communication skills. While not every tool is guaranteed to work for your team, if you’re looking to boost your customer service capacity, a great tool to consider for your business is a virtual call center.

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Skills Tips Call Center Bottom-up 60

Strategy Driven

OCTOBER 7, 2016

As a reaction to industrial reforms and the strength of unions, a Hard Nosed style of leadership was prominent from 1910-1939, management’s attempt to take stronger hands, recapture some of the Captain of Industry style and build solidity into an economy plagued by the Depression. In this era, business started embracing formal planning.

Management 70

Management Hostile Takeover Management by Objectives Objective 70

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. It is going to take a true public/private partnership to make the re-skilling of our workforce a success. Mulligan : The first step is to invest the time and money in workers.

Skills 50

Skills Company Shaw Crisis 50

Tony Mayo

OCTOBER 13, 2010

The more successful people are more energetic. – Alex “Sandy&# Pentland MIT Human Dynamics Lab in Harvard Business Review Another study, at a bank’s telephone call center, showed that operators who spent their breaks speaking to coworkers not only got more work done but experienced less workplace stress.

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Mayo Executive Coaching Efficiency Handbook 146

Women on Business

JANUARY 11, 2011

Your federal small business loan can fund a call center and answering service , linking local talent to employers nationwide. Women Leadership and Mad Men Some revolutions are bloody, and some are flash-in-the-pan moments. Authentic Leadership I was recently at the Pa. Governor’s Conference for Women.

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Press Release Discount Education Transportation 157

Tanveer Naseer

MARCH 8, 2016

When customers opt to be served by a human (for example, passing up self-service on the web to reach out to a company’s call center or passing up an ATM to be served by a teller), those customers look for people who can do things that automation simply can’t.

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Customer Loyalty Loyalty Brand Technology 100

Strategy Driven

DECEMBER 18, 2015

As a reaction to industrial reforms and the strength of unions, a Hard Nosed style of leadership was prominent from 1910-1939, management’s attempt to take stronger hands, recapture some of the Captain of Industry style and build solidity into an economy plagued by the Depression. In this era, business started embracing formal planning.

Hostile Takeover 50

Hostile Takeover Management by Objectives Objective Scientific Management 50

Strategy Driven

APRIL 24, 2014

This is leadership! Instead of having an odd man out, I kept an old, beat up call center chair and my team got the good chairs until mine could be replaced. The path to success is not always an easy or happy journey. A Shift in Leadership Can Make a Multi-Million Dollar Impact.

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Development Team Loyalty Due Diligence 59

Strategy Driven

JANUARY 2, 2015

‘Customer care’ means that customer service is palmed off on some call center. The Big Picture of Business – Doing Your Best Work on Deadlines: Mobilizing the Energy for Best Business Success. The Big Picture of Business – The Fine Art of Failure: Benefiting from Mistakes to Assure Success.

Strategy 50

Strategy Strategic Planning Budgeting Risk Management 50

Harvard Business Review

OCTOBER 10, 2017

But there are two types that are important for success. In an experiment, we approached the call center of a bank’s consumer loans business. (We’ve This call center employed all the best practices of the day: A psychologist created scripts of talking points. It is the driver of focus and consistency.

Organization 12

Organization Tactics Call Center Metrics 12

Deming Institute

APRIL 25, 2016

This is even more true in services where often you can’t inspect to catch errors before the customer is disappointed (think of call centers for example). I also think we need to focus on learning from success and failure. You need to improve the system to avoid producing poor results. Until 6 AM.

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Deming System Senge Seminar 28

Harvard Business Review

JULY 17, 2012

We know of one retail bank that gave their call center representatives the edict to "delight" customers and permission to waive up to $150 in fees for any customer without seeking any additional authorization. He removed call center scripts, traditional behavior-based quality monitoring metrics, and limits on average handling time.

Customer Loyalty 15

Customer Loyalty Loyalty Banking Call Center 15

Terry Starbucker

JUNE 19, 2011

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. But that costs money.

Call Center 264

Call Center Metrics Bottom-up Cost 264

Harvard Business Review

JULY 17, 2012

We know of one retail bank that gave their call center representatives the edict to "delight" customers and permission to waive up to $150 in fees for any customer without seeking any additional authorization. He removed call center scripts, traditional behavior-based quality monitoring metrics, and limits on average handling time.

Customer Loyalty 11

Customer Loyalty Loyalty Banking Call Center 11

Harvard Business Review

AUGUST 31, 2012

Chip Conley , the founder of the successful boutique hotel chain Joie de Vivre, eloquently makes this point in a TED Talk. Adam Grant , of the Wharton School, studied workers at a call center raising money for student scholarships. Grant assigned the workers to three experimental groups. The results were astonishing.

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Hotels Call Center Letter Creativity 15