CallCenterBestPractices.com » Call Center Manager

How Effective Leaders Use Positive Reinforcement For the Greatest Effect

Gail — Thu, 29 Jul 2010 03:28:43 +0000

How Effective Leaders Use Positive Reinforcement For the Greatest Effect

By Peter L Mitchell

There has been a lot of research over the years to try and discover why some leaders are more effective than others. Unfortunately, the major part has been based on what leaders say they do rather than actually what they do.. One researcher who has devoted their time to what leaders actually do, is Dr. J Komaki.

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How to Deal With Defiant Employees

Gail — Sat, 24 Jul 2010 06:31:50 +0000

How to Deal With Defiant Employees

By Yong May Ken

As a management team, do you have problem dealing with defiant employees? This type of incidents have to be handled immediately, tactfully and professionally. Any delay will encourage other employees in the organisation to follow suit. Inappropriate handling will lead to chaos in the workplace, losing your reputation, credibility and ability to manage your workers in the long run.

Below I will like to share with you best approaches to tackle such situation.

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Giving Feedback to Manage Performance

Gail — Fri, 23 Jul 2010 04:57:14 +0000

Giving Feedback to Manage Performance

By Kate Tammemagi

xReceiving feedback on your effort, your attitude or your performance is the way that you learn, improve or are motivated to maintain a good performance. Giving feedback effectively and frequently is a key requirement of the role of Manager or Supervisor. Giving and receiving feedback should be a normal part of the Leader and Team Member relationship, a process that both parties understand and accept.

It is best practice for the Supervisor to begin giving feedback as part of the initial training period, and to continue this in regular performance coaching sessions throughout the employee’s career.

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Jobs in a Call Center

Gail — Fri, 23 Jul 2010 04:01:53 +0000

Jobs in a Call Center

By Ivana Lewis

The inception of the call center business has gone past more than a decade or so. In these years, it has completely changed the way people live, think and behave. With the introduction of more and more BPOs in countries like India, China, Malaysia, Philippines, people residing there have become more financially aware and self conscious. The call center jobs have emerged to be the main source of income for the youngsters as they get a range of career opportunities within the industry.

What does the job require?

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Managing Poor Performance – Supervisor Dos and Don’ts

Gail — Mon, 19 Jul 2010 05:27:17 +0000

Managing Poor Performance – Supervisor Dos and Don’ts

By Dianne Shaddock

Managing employees who are not performing in their jobs at the level that you’d expect is not an easy task for even the most seasoned supervisor. No one likes having difficult conversations with staff, or losing valuable business time and resources focusing on micromanaging an under performing worker.

The reality is that you have a lot more to lose than time and resources by not taking the time to address, and work towards improving poor performance. Ignoring workplace issues can be costly for you in terms of employee morale, customers, clients and revenue.

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Ten Tips For More Effective Meetings

Gail — Thu, 15 Jul 2010 23:03:49 +0000

Ten Tips For More Effective Meetings

By Michael H. Smith, Ph.D.

It’s been 28 years since Michael Doyle and David Straus wrote their groundbreaking book, How To Make Meetings Work (1976). Are you like many of my clients who gripe about numbing, deadening meetings? As one publication put it, “days, weeks, months, years of our lives are slipping away in stuffy, overcrowded conference rooms”. Little appears to be accomplished and no one seems to be able to do anything about it.

Doyle and Straus claimed that there were 11 million meetings in the US every day in 1976. Doyle says that there are 25 million today and most of them don’t work. If you calculate how much productive time plus lost wages accrue to those sitting in the room, a truly staggering figure emerges.

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Does Your Dress Code Address “Flip Flops”?

Gail — Thu, 15 Jul 2010 05:18:22 +0000

Does Your Dress Code Address “Flip Flops”?

By M. Glenn Shepard

One of the most important things a manager can do to set healthy boundaries in the office is to define a dress code. It’s more critical today than ever before. Young men today show up for job interviews wearing shorts and muscle shirts.

Others look like they just crawled out of bed wearing baggy jeans pulled down to reveal their boxer shorts, baseball cap turned sideways and three-day stubble. Young women show up wearing mini skirts as if they just came from a nightclub. Others wear low-rise jeans, flip flops, and spaghetti strap tops with their bellies hanging out.

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“Dress For Success” Isn’t What You Might Expect

Gail — Thu, 15 Jul 2010 05:02:54 +0000

“Dress For Success” Isn’t What You Might Expect

By Jerry Ballard

The phrase, “Dress for Success” is as old as capitalism.

Traditionally this has meant a suit and tie for men and a nice dress or pantsuit for women. Then “business casual” hit the workplace in the late ’80s, with Gen Xers trading in suits for polo shirts and casual slacks.

Today we have Generation Next joining the workforce. This group’s dress code is often shorts, T-shirts, flip flops or crocs. Many of these individuals will only work at a place that allows them to dress this way.

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Employers Must Be Prepared For the Growing Trend of Work-At-Home Employees

Gail — Sat, 10 Jul 2010 06:08:37 +0000

Employers Must Be Prepared For the Growing Trend of Work-At-Home Employees

By Jackie Wells Smith

According to a 2009 study only 2.5 million employees (not including the self-employed) considered home their primary place of business during 2008. Include those who worked remotely from other locations, and that number increases to 17.2 million. Some labor experts, however, think that approximately 40% of the total U.S. workforce could work at home at least part-time.

This is a growing trend that must be on employers’ radar because the economic and social benefits are likely to make work-at-home an alternative that employers and employees can’t overlook.

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How to Avoid Promoting People Who Will Fail

Gail — Fri, 09 Jul 2010 03:05:54 +0000

How to Avoid Promoting People Who Will Fail

By Peter Mitchell

Why do we continue to assume that a person’s success in one area will have any relevance to their likelihood to succeed with promotion to a higher level? Because we’ve made no distinction between skills, knowledge or talent we say things like, “James has shown that he is very reliable and an excellent sales person as a result he should make a very good sales manager.”

We know that talent exists when people are excellent in a job but we also know that talent is very difficult to train. Skills and knowledge are easy in comparison.

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