Management Information

Training and ROI (Return On Investment)

Statistics consistently reinforce that the biggest challenge in today's contact center environment is agent training. Turnover continues to be high; new hire costs are on the rise--$6500 per agent! At the same time, losing customers because of bad call experiences negatively impacts your bottom line.

Effective Meetings Begin With a Real Agenda

Everyone knows that an agenda is the key to an effective meeting. But an agenda that consists of a list of nouns, such as budget, software, and picnic, is useless.

The Power of "Ask"

For Call Center managers, it is not a pipe dream to improve employee moral while increasing productivity. It may even come easy to some to find fresh, new ways to reduce performance problems.

What are Your Best Practices?

Best Practices StudiesThese studies can be defined as inquiries into the skills and methods of your high performers to recognize their achievements, document their methods and skills and then share this information with team members to improve overall performance. The responses generated from your study may hold the solutions to a variety of team challenges in the Call Center.

Partnering for Performance

"The difference between a boss and a leader: a boss says, 'Go!' - a leader says, 'Let's go!'" -E. M.

Organizational Capital in Politics, War, Sports and Business

Intangible Corporate Assets such as Organizational Capital, Blue Sky and Brand Name Capital, actually they all have a common thread in my opinion. Here are some thoughts on these issues.

Five Reasons Why Leaders Fail to Create Successful Change

A bold title, don't you think? I mean, change is a complex thing, so to define five reasons seems to oversimplify the issue.Let me be clear.

Five Ways to Turn Resistance into Opportunity

Resistance. It isn't something people cherish or enjoy encountering.

Get Over Yourself

Let me tell you a secret.Things don't always go the way we want them to.

Manage or Lead - Why the Difference Matters and What to Do About That Difference

Many books have been written about managing people, and an equally large number have been written about leadership. Some use the words manage and lead interchangeably, and some talk about the differences between the words, building a distinction based on style or behaviors.

Creativity and Innovation Management :- Thought Leadership

Leadership is only sustainable when leaders consistently come up with good ideas - when they are dependable thought leaders. It follows then that leaders would be more effective if they knew how to manage creativity and innovation.

Creativity and Innovation Management - Turning Ideas into Action

The phrase "turning ideas into action" is a Russian doll.Managing the ideas to implementation process is important for at least two reasons:a) To make effective use of resources - investing in one idea uses resources that could be applied to another idea.

Business Fails When We Do Not Talk

You may remember being told as a child, "Keep quiet!" "Children should be seen, not heard," and "You talk too much." You were a "good" kid if you kept quiet.

The 10 Realities of Change

I've seen several articles that begin with lines like "the only constant today is change." I assert that change that is constant can't really be called change.

Influencing Change - A Guide for Sellers, Coaches, and Supervisors

When people or groups make a decision to purchase something, they go through the same decision cycle that an individual goes through to decide upon a personal change, or an employee goes through to change behaviors at a boss's insistence.Until now, our communication rules have assumed that when we kindly or persuasively offer others good information that could solve problems and achieve successful results, or coach them toward making a much-needed change, or even just pitch a product they sorely need, we can expect a positive reception.

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