The content and timing of using an ice-breaker doesn’t need to be given excessive consideration – as some individuals instinctively understand how to implement an ice-breaker. With minimal training, others can easily learn this skill as well.
Enhance Your Leadership Skills With Active Listening
May 30, 2010 By Leave a Comment
Are You Listening?
March 11, 2009 By Leave a Comment
By Carole Sue Jones Are you listening, really listening? Knowing that the human brain can process information four times as fast as the mouth can speak; listening becomes a skill that requires attention and practice, and a skill that is essential to all CallCenter employees. We listen to gather facts, form opinions, make decisions and [...]
A MOMENT OF SUNSHINE- Are you Listening?
March 9, 2009 By Leave a Comment
By Carole Sue Jones Are you listening, really listening? Knowing that the human brain can process information four times as fast as the mouth can speak; listening becomes a skill that requires attention and practice, and a skill that is essential to all Call Center employees. We listen to gather facts, form opinions, make decisions [...]
Do You Train’em or Brain’em? (The article continued)
March 6, 2009 By Leave a Comment
Training Case Study – Training with a Twist of Humor At RMH Teleservices one of the distinguishing differentiators of our call center company from the very start was the training we provided to our call center representatives. Back in the 70’s and 80’s it was fairly common for call center managers to train new personnel [...]
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 [...]
Customers are Golden
March 6, 2009 By Leave a Comment
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 [...]
5 Tips for Listening to Customers
March 5, 2009 By Leave a Comment
Tips for listening to Customers 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 [...]
