Gail | CallCenterBestPractices.com - Part 2

Six Conversations for Team Success – Look Outside First

April 30, 2012 By Gail Leave a Comment

solutions

For teams to survive and thrive they need to take time to check how things are working and what needs to be changed.

Filed Under: Call Center Manager Tagged With: continuous learning, conversations, intelligent conversation, intelligent conversations, organisational resources, six conversations for team success 8211 look outside first, team, team building events, Team Success, working relationships

Engagement Versus Motivation

April 29, 2012 By Gail Leave a Comment

teambuilding

Some experts advocate employee engagement, others are strong believers in motivational strategies. But one does not necessarily exclude the other.

Filed Under: Employee Motivation Tagged With: Employee Engagement, engagement versus motivation, extrinsic motivation, extrinsic motivational measures, intrinsic and extrinsic motivation, ontario based organization, reward program, reward programs, tailor-made training programs, versus motivation

Why Training Often Doesn’t Meet Expectations

April 29, 2012 By Gail Leave a Comment

outsource2

The world is full of trainers. Very often people who have had a successful management and/or sales career and who want to pass on their knowledge.

Filed Under: Call Center Training Tagged With: developing a training program, great didactic skills, refreshment training sessions, sales training, sub-conscious brain, tailor-made training programs, training, Training Programs, training sessions, why training often doesn8217t meet expectations

Not All Team Conflict Is Bad, But Recognize What Conflict Hurts A Team Effort

April 28, 2012 By Gail Leave a Comment

dfdf

Not All Team Conflict Is Bad, But Recognize What Conflict Hurts A Team Effort By Steven Lay The more decision makers peel back the layers surrounding the “team building” concept, the more complex this management tool is seen.

Filed Under: Call Center Supervisor Tagged With: business plan approach, conflict, corporate meetings business, luxury corporate gatherings, not all team conflict is bad but recognize what conflict hurts a team effort, potential team conflicts, Team Building, team building event, team conflict, team leaders

Simple Tips To Get Everybody Participating For Team Building Activities

April 25, 2012 By Gail Leave a Comment

teambuilding 1

Team building activities are a must in any office scenario even if the team member are scattered worldwide.

Filed Under: Employee Motivation Tagged With: break the ice, role of the manager, simple tips, simple tips to get everybody participating for team building activities, team bonding ideas, Team Building, Team Building Activities, Team Building Ideas, team member, working in a team

We Always Get, What We’ve Always Got

April 24, 2012 By Gail Leave a Comment

scared

When I was a much younger man in one of my very first leadership positions, I received some terrific advice from a wise and trusted mentor.

Filed Under: Call Center Manager Tagged With: american express centurion bank, ceo of american express, employee coaching, Employee Coaching and Development, entire management team, excellent leadership, excellent leadership skill, leadership positions, management team, we always get what we8217ve always got

Active Listening: How to Avoid Misunderstandings and Mistakes in Four Simple Steps

April 23, 2012 By Gail 2 Comments

Small

Did you know that most people are listening to their own thoughts rather than to what you are saying to them.

Filed Under: Employee Coaching and Development Tagged With: Active Listening, active listening how to avoid misunderstandings and mistakes in four simple steps, active listening skills, costly mistakes, employee morale assessment, essential leadership areas, fewer costly mistakes, free leadership quiz, listening, workplace leader

How Long Should It Take to Dismiss a Poor Performer?

April 23, 2012 By Gail Leave a Comment

step

How long should all this take? As long as a year? Well, to some extent that will depend upon you – how good your records are, how clear your instructions, how competent your managers.

Filed Under: Employee Coaching and Development, Performance Management Tagged With: conditions of employment, conflict of interests, contact mara thorne, fair reason, how long should it take to dismiss a poor performer, inadequate management practices, management development support, other substantial reason, poor performer, terms and conditions of employment

5 Reasons Why Soft Skills Matter, Now More Than Ever

April 22, 2012 By Gail Leave a Comment

solutions

Now some people may say that the need for soft skills is an outdated concept.

Filed Under: Call Center Manager Tagged With: 5 reasons why soft skills matter now more than ever, customer service, Generation Y, skill, soft skills, soft skills matter, technical skill, top-down leadership style, tremendous soft skills, wide generational gaps

Knowledge Workers – Like Herding Cats?

April 21, 2012 By Gail Leave a Comment

team

While manufacturing, retail and service industries are fairly easy to define and understand, ‘knowledge work’ isn’t really an industry unto itself.

Filed Under: Human resources Tagged With: herding cats, knowledge work, knowledge worker, Knowledge Workers, knowledge workers 8211 like herding cats, traditional family structure, traditional management tomes, traditional manager staff, training material, way knowledge workers