Sometimes we forget some of the basic principles of meaningful recognition. There are 8 basic guidelines to positive recognition: 1. Make people feel like winners. 2. Recognize them as members of a group as well as individuals. 3. Make sure the recognition is appropriate for the achievement. 4. Give recognition in a way that conveys [...]
Supervisor: Positive Leadership Skills
February 27, 2009 By Leave a Comment
Basic Principles of Positive Leadership Self-Esteem We all need to remember that the right mental conditioning can be the key to achieving our goals in life. If you expect to fail guess what? You probably will. But if you truly expect to succeed, your mind will take you through your door of success. It all [...]
Review Writing Tips
February 27, 2009 By Leave a Comment
Are performance reviews something you dread or even avoid? You may be avoiding using a valuable management tool. They should not be. A well-written performance review can increase productivity and reduce performance issues. By writing a delivering performance reviews, you have the opportunity to uncover resolutions to performance issues. You may develop a new understanding [...]
Qualities of a Successful Call Center Supervisor
February 27, 2009 By 1 Comment
We compiled this list after conducting and researching several Call Center studies. The responses were taken from multiple interviews with Call Center representatives and Call Center supervisors then paraphrased. This list can be used as a guideline for Call Center Supervisors. Honest and ethical Good communicator about performance expectations in all areas of work Excellent [...]
How to be a Great Supervisor
February 27, 2009 By 1 Comment
Reference: http://www.health.umd.edu/fsap/supervisor.html Great managers understand that their first priority is maintaining productive relationships with their employees. It is only through these relationships that the second priority “getting the work out” can get accomplished. Communicate clearly by giving clear instructions. Do not assume that employees automatically know what you need. Catch the employee doing something good. [...]
When Accepting Constructive Feedback Is a Problem
February 27, 2009 By Leave a Comment
Introduction Sometimes, feedback can be a hard pill to swallow, no matter how kindly administered. It takes an effective presentation by the manager to increase the chances of the feedback being accepted, understood, and implemented by the employee. However, there will always be employees who struggle with constructive criticism. I used to be one. The [...]
Contests In Call Centers
February 26, 2009 By Leave a Comment
By Paula Davis-Donald The groups I assist with Quality Support consist of repair technicians who were at one time only working/resolving trouble tickets that were queued to them by a customer support team. The customer support team had the job of communicating with the customer status of ticket, and resolution based upon the notes provided [...]
Call Center Performance Management Cycle
February 26, 2009 By 1 Comment
The Performance Management Cycle has four elements: Setting goals and objectives, providing ongoing feedback, coaching, and performance reviews. These elements are described below. Setting goals and objectives The first element of the cycle is setting goals and objectives. This phase includes supervisor-employee meetings and discussions about the goals and objectives that will be measured during [...]
Call Center Goal Setting
February 26, 2009 By 3 Comments
We often hear about the importance of goal setting and action plans. Despite the obvious importance of planning, too many people drift through life allowing other people, institutions, and organizations to tell them what to do and how to do it. If your goals are not as clearly defined as they could be or if [...]
Call Center Phone Etiquette
February 26, 2009 By Leave a Comment
If you do not include a thorough section on business telephone etiquette in your new representatives’ training classes, perhaps you are assuming that your new hires have already mastered this essential skill. This assumption is pretty risky in our business, because if the reps don’t have basic etiquette or conversation skills, all the knowledge in [...]
