The article states that leaders require basic knowledge of human nature and should know a few basic things like people like to be praised, people can take only a few facts at a time, employees distrust employees if leader’s words are inconsistent with that of his work etc.
Importance of Leadership, Customer Satisfaction and Benchmarking in Total Quality Management (TQM)
August 15, 2010 By 1 Comment
Quality Assurance in BPO – An Essential Aspect
May 9, 2010 By Leave a Comment
The Benefits of Quality Monitoring
March 23, 2010 By Leave a Comment
Assuring The Best Quality For Your Call Center
March 22, 2010 By Leave a Comment
Connecting Work to Strategic Success
March 6, 2009 By Leave a Comment
The Big Picture Connecting Work to Strategic Success Commitment is only possible when people see the meaning in what they do. The purpose of this exercise is to draw a map from the Strategic Priorities to the Standards of Performance of the call center agents. The supervisors can take this activity to their teams as [...]
Philosophies of Quality
March 6, 2009 By Leave a Comment
TQM… Six Sigma… what does it all mean? Those new to the world of quality management need to be aware of the key concepts, and process that influence, measure, and drive the quality initiative forward. While not all of these will apply directly to you, they do directly impact your organization, and as a quality [...]
The Future of Quality
March 6, 2009 By Leave a Comment
The Future of Quality How is Your Centers Quality? You probably would say that your center or team scores in the 90’s, right? Almost all success in business is determined by numbers, right? Hmmm, well maybe. It all depends on who you ask. And it all depends what factors you look at. Profitability of an [...]
Managing the Quality Team
March 6, 2009 By Leave a Comment
Tools for managing your site’s Quality Assurance team Managing your Quality Assurance Team The Expectations of Quality Agents Everyone works better when they know what is expected of them. To ensure high performance from your Quality Monitoring Agents you may consider using these expectations for their performance. A clear understanding of their goals will provide [...]
Team and Individual Competition Ideas
March 6, 2009 By 1 Comment
We have found that creating healthy competition between individuals and teams creates a positive buzz to achieve top performance. When done well this type of competition encourages team members to show their creativity to meet goals and pride in their own performance. Here is an ideas for team and individual competitions. Please Login or Register [...]
Listening to Customers – 5 Tips
March 6, 2009 By Leave a Comment
By Martin Haworth In a strange juxtaposition of articles, this month’s UK ‘Management Today‘ has three pieces, relating to the importance of listening to customers. Susan Rice, CEO of Lloyds TSB makes it clear how vital it is for great leaders to listen and hear. She uses the example of how Coca Cola was swift [...]
