When Call Center managers gather to talk about what Call Center resources are necessary to run a successful Call Center, the discussion inevitably turns to the Leadership and Leadership Training. While that is probably no surprise to most managers reading this post, what may be a pleasant surprise is the Leadership Training material that is [...]
The Best Call Center Managers – What They Do Everyday and Why
March 1, 2010 By Leave a Comment
A savvy Call Center Manager recently wrote me with a simple but excellent question: What should a great Call Center Manager do every day to be successful?
Are Your Meetings MINM or JAM?
March 11, 2009 By Leave a Comment
by Eileen McDargh When people come to your meetings, do they say “this is a meeting I never miss” (MINM) or do they say “this is just another meeting.” (JAM) Unproductive meetings gobble up an estimated 20% of corporate payrolls, throwing away $420 billion a year. American business people engage in an estimated 11 million [...]
Fun in the Workplace…No Way!
March 11, 2009 By Leave a Comment
By Angela Burmeister, Phone Pro Trainer As a trainer with PHONE PRO, I have been to many call center environments. Some of you might already be one of our many clients! If you are, then you have already been reaping the benefits of fun and humor in a training environment. When learning is fun, it [...]
Call Center Leadership The Balancing Act of Fraternizing
February 25, 2009 By 2 Comments
By Diana Liffick Fraternizing can be a daunting and complex workplace issue. Maybe it’s simpler than you think. This article explores the balance that can be found in social interaction between authority and direct reports. Take the Quiz: Do you know the rules of fraternization? 1. A rep invites everyone on the team to a [...]
