Key Attributes of a Successful Virtual Team Player – Profile of a Top Remote Worker

As the number of call center employees working remotely increases, so does the need to effectively manage remotely. Here is an article by Nancy Settle-Murphy that we hope you find useful.

Just because someone works virtually doesn’t mean that person really has what it takes to collaborate successfully. In fact, many who work remotely are poorly-suited to make the connections they really need to thrive.

In this article, we look at characteristics that make for a successful virtual collaborator, and those that may cause big problems for many remote workers.

We recognize that some jobs don’t require a great deal of real collaboration to get work done, and that other jobs can be performed competently by the “lone wolf” who remains detached from colleagues. Here we focus on qualities that are especially important for those who rely on successful collaboration to shine.

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Managing the Virtual Employee!

Here is an article for the call center managers that manage remote employees. Hope these tips are a help to you!

Technology is a powerful tool that will continue to affect the working environment. The ability to stay connected no matter where the employee is located, allows companies to be more flexible with their business decisions and with employees.

Most companies still operate from a physical space though they are using technology and incorporating a virtual employee model into their business. Why would companies promote virtual employees?

They can have access to talent that don’t want to move, can create a national sales presence with minimum overhead costs, or a benefit they offer to high performing employees. Whatever the business reason, virtual employees are multiplying in work environments.

As a manager, you already been faced with challenges in managing your staff and the workflow of your unit. What happens when you are not able to physically see what an employee is doing….how do you manage them?

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4 Helpful Guides in Leading a Virtual Working Environment

Managing mobile or remote workers is considered one of the principal challenges among companies when establishing a virtual office. This is due to the fact that the nature of a virtual business is somewhat difficult to supervise because the operations and transactions are based entirely via Internet.

This may be the reason why many of these organizations are reluctant to engage in such field of endeavor. While manifesting hesitancy, they are, however, just allowing this view to hold them back from reaping the bountiful benefits offered by a virtual business.

Are you confident that your virtual employees are as productive as those that you physically encounter working at their desks? Do your wonder if remote workers are less productive because of the lack of physical supervision? Each of us may have different views, but one thing is certain, the above questions are not the questions we should be asking.

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Training You Have To “Walk the Walk”

While Rick Johnson wrote this article a while ago, it still has many interesting points on training. As a call center manager; what do you think?

Most company executives decide to spend money on training because it is popular, especially when economic times are good. There is a view that it is “good” and it is also something that responsible leaders are supposed to do to prepare for the future. However, just spending money on training isn’t the only answer.

Training alone will not produce the kind of results that training combined with coaching and mentoring can produce. Training can increase specific skill sets but education, coaching and mentoring is necessary for complete employee development which incorporates leadership into the equation.

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The Impact of Engaged Employees

The desire for employee engagement-essentially emotional connections between employees and their companies may not have been so important years ago but things have changed.

The need to engage employees is critical to achieve the employee interaction and commitment required to drive your business success and compete in today’s marketplace.

That, in turn can go a long way toward building customer satisfaction, customer loyalty and company profits.

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What is the Difference Between Highly Engaged Employees and Moderately Engaged Employees?

I suspect everyone can define a disengaged employee so we will focus on disengagement (the symptoms and costs) in a separate article. How do you define a highly engaged employee and how is this different from a moderately engaged employee? Is the difference the results you achieve?

Possibly or is it related to the right behaviors and attitudes!Certainly hard work is one contributing factor to high engagement but not the only factor. Let’s take a closer look at the difference.

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Employment Disengagement – The Silent Business Killer

Benefits of an Engaged Employee

Are You Setting Yourself Up For Employee Retention Problems?

Are You Setting Yourself Up For Employee Retention Problems?

The Best Call Center Managers – What They Do Everyday and Why

<em>Take a look at Rosemary Rein’s thoughts on what a call center manager must do each day to be successful. She has an interesting viewpoint.</em>

1. Ensure touch points with employees and customers. Ask yourself, “How will I, as a Manager, ensure my employees feel TISP?” (Trusted, Important, Special and Pleased) Despite technology, the people are still the most important resource in a call center. Be specific. What will you do today to ensure the “TISP Factor”?

2. What is the quality of the coaching and motivation provided by my supervisors? Turnover is expensive and supervisors will cost you quality employees! They probably already have. What initiatives do you have in place for employee motivation and retention, which is as important as recruitment? Front line supervisory training is mission critical and you should have a recruitment plan as well as a retention plan in place for 2010. Do you?

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