Let's Grow Leaders

JUNE 23, 2014

It happens on teams, it happens in training classes, it happens on dates. Shelly (not her real name) was completely frustrated with her team’s call center results. Nothing worked.The team’s results still sucked. “What can you tell me about the folks on your team? . ” I asked.

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Call Center Incentives Energy Class 405

Let's Grow Leaders

FEBRUARY 12, 2014

” -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. Some guys will just take off and it’s like, whoa.

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Call Center Training System Team 371

Let's Grow Leaders

MARCH 12, 2014

One of the most frequently uttered phrases in call centers is to instruct reps to “leave their home burdens at home, they won’t help you serve our customers.” Authenticity Communication motivation Trust burdens disclosure hospitals team leaders teams transparency'

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Call Center Motivation Team 375

Let's Grow Leaders

SEPTEMBER 6, 2021

And of course, as a human-centered leader, you focus on connecting with and developing your team. Your encourager will shut the door and let you be a bit vulnerable, so you can face your team (or boss… or that mean dude in the other department) with confidence. And I was his HR and team development sounding board.

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How To Learning-by-Doing Course Call Center 551

Let's Grow Leaders

APRIL 23, 2014

A Great Idea My staff team had a great idea. 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.

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Call Center Energy Execution Career 416

Let's Grow Leaders

FEBRUARY 16, 2015

I’d been giving out recognition awards on my massive “road trip,” a 27 states in 45 days kind of tour of motivational kick off meetings in Verizon Wireless’ outsourced call centers. And then one day, my team leader gave me an opportunity to re-record my opening greeting. “Lisa, congratulations!

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Call Center Wireless Outsourcing Mentor 180

Let's Grow Leaders

JANUARY 31, 2014

At the beginning of each year, I travel the country giving inspirational kickoff speeches in call centers. 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?

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Leadership Styles Call Center Leadership Travel 435

Let's Grow Leaders

FEBRUARY 20, 2023

But sometimes, that stack rank was an hourly reminder of all the work I, and my team, had to do. As my blast from the past continued, I remembered the additional stress, when those hourly stack ranks, were followed up by a call from my boss “Have you seen the numbers?” I’m sorry, Karin, but I’ve got to huddle the team.

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Metrics Balanced Scorecard Stress Long-term 266

Lead Change Blog

MAY 29, 2014

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.

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Micromanagement Wireless Wiseman Call Center 294

Lead Change Blog

APRIL 8, 2014

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.

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Wireless Wiseman Call Center Outsourcing 295

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 119

Decker Communication

JUNE 28, 2021

I started right out of college at an insurance company with a small team and it blossomed from there. While I loved all my roles, one in particular really helped me grow as a leader — managing a call center in financial services. The energy in a call center is incredible. If they’re not, they should be!

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Call Center Energy Tools Participative 95

Leading Blog

MARCH 1, 2020

Cops chase robbers, doctors treat patients with chronic illnesses, and call-center reps address customer complaints. New research shows that gratitude boosts employee engagement, reduces turnover, and leads team members to express more gratitude to one another—strengthening team bonds.

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Books Handbook Leadership Tactics 379

Let's Grow Leaders

MAY 14, 2014

The sad truth is I’ve seen really good leaders lose the confidence and credibility of their teams by making well-intentioned and innocent mistakes. Too Close, Yet So Far Away – Leaders don’t necessarily need to be able to do the job of the people on their team, but they do need to understand it.

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Long-term Call Center Energy Commitment 504

Strategy Driven

JANUARY 20, 2024

Customer Service Customer service is critical for small businesses, but an in-house team can be expensive and time-intensive. Outsourcing customer support to a call center or customer service agency can provide 24/7 coverage, multilingual support, and cost-effective solutions for handling customer inquiries and issues.

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Outsourcing Compliance Content Efficiency 110

Strategy Driven

AUGUST 4, 2021

One way to instantly do this is to set up an outbound call center to help manage customer complaints and inquiries. With an interactive voice response (IVR) system, your customer support team can efficiently handle incoming calls. You can also hire a remote team of agents to provide your contact center services.

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CRM Call Center Price Incentives 71

Let's Grow Leaders

OCTOBER 21, 2015

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. My “How I Can Set Your Sales Team on Fire” cocktail has a different flavor, but a common base.

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Call Center Outsourcing Reference Education 180

Mike Cardus

MAY 10, 2020

We spoke about how using the cynefin framework can support you, your team and organization to better navigate chaos to complexity by finding what decision and actions are clear, complicated, complex, chaotic, confusing. . The images below are two examples of different teams gathering info and moving the ideas in the domains.

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Webinar Call Center Document Process 139

Let's Grow Leaders

JULY 28, 2014

I’ve seen many execs come through sweating all the small stuff that was “wrong” and completely overlooking the huge accomplishments of the team. Equally destructive is showing up, and heading to a nearby office to close the door and take calls. In anticipation the team runs around making everything just right.

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Long-term Call Center Execution Learning-by-Doing 383

Decker Communication

JUNE 28, 2021

I started right out of college at an insurance company with a small team and it blossomed from there. While I loved all my roles, one in particular really helped me grow as a leader — managing a call center in financial services. The energy in a call center is incredible. If they’re not, they should be!

Call Center 52

Call Center Energy Tools Participative 52

Talent Anarchy 1

SEPTEMBER 12, 2017

He shared a few case studies for how his team is using Organizational Network Analysis (ONA) to improve engagement and performance. In one case study, they used this tool (among others) to diagnose the differences between team performance within a call center at GM. They had a connection problem. This is pretty powerful.

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Call Center Case Study Bottom-up Travel 118

Strategy Driven

MARCH 11, 2021

Excellent customer service is critical for keeping your audience on board and satisfied with your services, so to ensure you and your team are putting in 110% effort, here are some of the common customer service problems and what you can do to solve them. Long Response Times.

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How To Call Center Tactics Audience 123

Let's Grow Leaders

APRIL 8, 2015

Recognizing that some members of the newly formed call center engagement task force may not know each other very well, I reached for one of my favorite, go-to, get-em-talking and laughing icebreakers, two truths and a lie. I thought of the exercise I’d just read about in Lencioni’s 5 Dysfunctions of a Team Field Guide.

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Call Center Team Building Participative Team 180

Let's Grow Leaders

APRIL 3, 2015

Instead of our enterprise customers typing in their service orders in an email for call center reps to retype them into our systems (which almost always contained errors) the customers now had an easy interface that would “flow through” to the backend systems. Involve the Team in Key Decisions. Go slow to go fast.

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System CRM Call Center Energy 180

Lead Change Blog

JUNE 22, 2020

On one occasion, a group of us were working on a national project to improve call center productivity. Workplaces that prize being a cultural fit and a team player. Ah, how our brains love certainty. I’ve tumbled into the trap of certainty trap several times. We were certain the solution we’d designed would solve the problem.

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Proposal Participative Call Center Uncertainty 214

Let's Grow Leaders

SEPTEMBER 14, 2016

the call center I’d been called in to doing consulting work was doing so much right. But such “Pleaser” behaviors actually crush the spirit of those making the biggest impact on your team. . I’m here every Saturday right along with them. I bring bagels. The day I forgot the bagels, I bought lunch.

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Morale Incentives Call Center Tips 180

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. For example, Aspect uses forecasting tools and looks at historical patterns to better determine the number of agents who should be working in your call center at any given time.

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Management Software Call Center Tools 113

Strategy Driven

APRIL 24, 2014

The growing reality in retrospect is that these same principles not only made me an effective leader, but they enabled me to develop something in the workplace that every organization strives for but often struggles to achieve: team cohesiveness. Team cohesiveness doesn’t simply happen, it is created. Did it empower you?

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Development Team Loyalty Due Diligence 60

Next Level Blog

MAY 11, 2021

This week I want to build on that post by offering three strategies that foster what I could see us calling “connection equity.” By connection equity, I mean that everyone on a team or an organization has equal opportunities to feel connected to and included in the work no matter what they do or where they do it. I’d start with Why?

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How To Participative Content Creativity 130

Let's Grow Leaders

JULY 13, 2015

Don’t let generational labels and stereotypes screw up your ability to build a winning team. . Figure out the easy things you can change to connect better at a broad scale, but never forget that teams are built of unique human beings. . What Every Employee Needs. It worked because it was a way to meet people where they are.

Management 180

Management Call Center Resistance Class 180

HR Digest

NOVEMBER 29, 2020

These include the number of emails sent, the number of Teams meetings attended, and the number of files read or edited. Practices we know from software development (and factories and call centers) are expanded to all white-collar work.”. Productivity Score allows managers to track an employee’s productivity based on 73 metrics.

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Productivity Products Metrics Document 98

Next Level Blog

MARCH 12, 2019

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. The leadership team members didn’t lecture or drone on.

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How To CFO Teamwork Learning-by-Doing 157

Harvard Business Review

APRIL 10, 2017

Once we got them together for a team brainstorming session, we realized that our obsession with AHT as a performance metric was sending the opposite message to reps: that we care more about handling calls quickly than allowing reps the time they need to tap a colleague on the shoulder and ask for advice.”

Call Center 10

Call Center Metrics Advice Tools 10

Great Leadership By Dan

MARCH 9, 2017

Your team needs to feel like a team. Teams want the same thing. Thousands of employees at Nationwide were trained on how to put the latest happiness research into practice to achieve tangible business results, and it didn’t take long before Baker and his team saw the effects.

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Stress Long-term Reference Call Center 167

Terry Starbucker

DECEMBER 8, 2013

It’s their job to paint the picture of what is supposed to be happening- that grand world of team harmony and stellar execution. Leaders do a lot of talking. I hear a lot of that talk these days as an angel investor, and by and large, most of the startup CEOs I listen to do a pretty good job of that kind of visioning.

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Leadership Metrics Short-term Drucker 339

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. Telecommuting, distributed teams, outsourcing, and virtual teams are not new. Team development. Finally, have at least one f2f team meeting per year.

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Management MBO Learning-by-Doing Micromanagement 243

Lead Change Blog

JANUARY 13, 2015

Have you ever been in a position as a manager to facilitate a team through the on-boarding of a leader to whom they had expressed opposition? What does this team do that makes you proud to be a part of it? And, what do you think it would look like if this team really nailed it? Karin Hurt says: “I’ve been that leader.”

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Retail Morale Call Center Human Resources 150