How to be a Great Supervisor
March 11, 2009 by Admin
Filed under Call Center Supervisor
We borrowed the following tips from Dr. Elliott Jaffa, from the University of Maryland.
Below you will find 14 characteristics that great managers have and take the time to develop. We chose these 14 because they make fit based on the type of situations we regularly see in call centers. Give them a try and let us know how they worked for you.
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Constructive Feedback
March 11, 2009 by Admin
Filed under Call Center Supervisor
When Accepting Constructive Feedback Is a Problem
Introduction
Sometimes, feedback can be a hard pill to swallow, no matter how kindly administered.
It takes an effective presentation by the manager to increase the chances of the feedback being accepted, understood, and implemented by the employee. However, there will always be employees who struggle with constructive criticism. I used to be one.
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Review Writing Tips
March 11, 2009 by Admin
Filed under Performance Management
Writing Reviews
Are performance reviews something you dread or even avoid?
You may be avoiding using a valuable management tool.
They should not be. A well-written performance review can increase productivity and reduce performance issues. By writing a delivering performance reviews, you have the opportunity to uncover resolutions to performance issues.
You may develop a new understanding of your employee’s perspective on the tasks at hand. You will create a relationship with your employee and communicate goals that will enhance their work.
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Seven Ways To Be More Effective Using Metrics
March 11, 2009 by Admin
Filed under Call Center Metrics
By Lorre Zuppan
Many organizations use performance metrics as a method for staying on strategy and measuring their progress. For many, however, it’s difficult to tell whether the effort put into gathering and reporting the measurements is worth the results. For those defining their measures through review of a standardized laundry list, any performance lift is mediocre at best.
Reviewing the right measurements, however, can transform your organization and significantly improve your performance. If you don’t have time to waste on mediocre measurements –and who does– here are seven tips for selecting measurements that will help everyone be more effective.
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A Leadership Tool To Encourage Thinking Outside The Box
March 11, 2009 by Admin
Filed under Performance Management
By Andrew Cox
Thinking outside the box is a critical PersonalSkill – one that will make the difference between success or failure. The real critical leadership skill is accessing the thinking of others to help see what possibilities lie outside the box – outside the individual world of thoughts and beliefs and biases.
Try this tool to get the “out of box” thinking flowing with your “universe” of people.
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How to Confront Poor Performance
March 9, 2009 by Admin
Filed under Call Center Manager
Welcome to the Big Booth for Managers on CallCenterBestPractices.com. As Call Center Managers we know you are responsible for orchestrating the activities of your team members to be productive and successful. We offer material and resources to strengthen your leadership and provide learning opportunities for your staff.
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Coaching for Improved Performance
March 9, 2009 by Admin
Filed under Call Center Manager
There are times when supervisors must address problems in performance. Many managers do this in a threatening way that may cause resentment, which results in no change or in a half hearted change; or they may avoid confronting a poor performer only to find that the poor performance escalates.
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Know Your Boundaries at Work
March 9, 2009 by Admin
Filed under Call Center Manager
By Darin Painter
Content provided by Revolution Health Group
Sally in Sales refuses to back down from a challenge. She refuses to take no for an answer. Did you hear she refuses to breast-feed? Amber in Accounting leaves no stone unturned. She leaves the office late when necessary. Did you hear she’s leaving her husband?
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Commandments For Leaders – 7 Things Managers Should Know About the People Who Work For Them
March 9, 2009 by Admin
Filed under Call Center Manager
By Phillip Van Hooser
Although you and some of your industry colleagues may fill the role of leader now, think back if you will and remember the period shortly after you accepted your first supervisory position. Can you recall any of the “professional enlightenment” you received during that period? Specifically, did anyone offer you the following advice? “Congratulations! I know you have a lot to learn, but I am going to tell you something right now that, if remembered, will save you many headaches. Don’t get too close to your people. If you get too close to your people, you won’t be able to make objective decisions concerning them.”
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Are Your Leaders Stuck on Stupid?
March 9, 2009 by Admin
Filed under Call Center Manager
By Robb Thompson
If you’ve ever asked one of your leaders “What were you thinking?” you may not have said it, but you may have thought “They sure seem to be stuck somewhere,” and “stupid’ sounded just about right at the time.
What is the source of bad decisions? How can you, as the head of an organization, minimize the poor decisions made by those in leadership? Can you dare imagine your entire organization making sound decisions? What would that be worth to your peace of mind and your bottom line?
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