http://www.callcenterbestpractices.com Call Center Performance Success Insider's Club Thu, 11 Mar 2010 14:12:26 +0000 http://backend.userland.com/rss092 en Here is an article by Mike Aoki for our call center trainers with tips on using flip charts. Pre-write your notes on the flip chart page in faint pencil so you can refer to them as you present. (Your participants will not be able to see your writing, but you will.) ... http://www.callcenterbestpractices.com/10-quick-tips-for-using-flip-charts/ Mike Aoki wrote this article awhile back but his tips on getting participation during presentations are right up to date. Boy, did I look stupid! I was facilitating my first sales training class back in 1994. The course had 30 minutes earmarked for a group discussion. So I asked, "Does anybody ... http://www.callcenterbestpractices.com/presentation-skills-how-to-generate-group-discussions/ Want to improve your call center's sales results? Here are the 12 best practices of high selling call centers Clearly communicate sales targets: Set expectations: Communicate sales objectives on a daily basis so your Agents know exactly what is expected of them. Provide feedback: Post daily sales results at each Agent's desk ... http://www.callcenterbestpractices.com/call-center-sales-best-practices/ 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 ... http://www.callcenterbestpractices.com/key-attributes-of-a-successful-virtual-team-player-profile-of-a-top-remote-worker/ 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 ... http://www.callcenterbestpractices.com/managing-the-virtual-employee/ Telecommuting offers a lot of benefits to both the employer and employees. For the company, the set up means a more cost-effective way of operating business functions because less energy is consumed for the performance of daily tasks. There is also little need to manage a huge workspace when most ... http://www.callcenterbestpractices.com/telecommuting-policy-development-top-ten-tips/ 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 ... http://www.callcenterbestpractices.com/4-helpful-guides-in-leading-a-virtual-working-environment/ 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 ... http://www.callcenterbestpractices.com/training-you-have-to-walk-the-walk/ The following article by M James helps explain what you need to know about training and development in the workplace. In the current economic climate we find ourselves in, many businesses will be looking carefully at their HR budget. With businesses needing to tighten their belts, one of the areas which ... http://www.callcenterbestpractices.com/the-advantages-of-training-and-development-in-the-workplace/ 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 ... http://www.callcenterbestpractices.com/the-impact-of-engaged-employees/