Frontline Leadership

Importance of Leadership in the Call Center

The article states that leaders require basic knowledge of human nature and should know a few basic things like people like to be praised, people can take only a few facts at... Read more »
Workforce Management

Workforce Management

Workforce Management Processes Creates Logic Out of ChaosThis Workforce Management article was originally posted on March 5th, 2009.  It has been updated to provide more detail and value for the Call Center... Read more »
Call Center Training

Call Center Training Ice Breakers and Warm Ups

Call Center Training Ice Breakers This article was originally posted March 6, 2009.  It has been updated for Call Center Training effectiveness. Call Center Training that uses Ice Breakers eases first day... Read more »
Philippines Leadership in Call Centers

Philippine’s Leadership Secrets Finally Exposed

Yes, you read that title correctly... "Philippines Leadership Secrets Finally Exposed!" However, before you jump to conclusions about what I mean, let me first provide you with some background.   It's not what you... Read more »

Listening Skills for Improved Performance

Listening Skills to improve engagement and performance in your call center?Yep!I know, developing your listening skills doesn't seem all that exciting and afterall, will it really have any positive impact?Improving Listening Skills... Read more »

Call Center Leadership Goals?

An article in “The Leader in You” SeriesQuality of Call Center leadership is not unique to an age or gender.It is not bound by geography or awarded by nationality.Its impact transcends space... Read more »

Soft Skills Improvement and Following the Process Part One

We Don't Do Soft Skills?When I asked a successful process improvement consultant about his company’s approach to leadership and soft skills mentoring, he remarked, “Oh, we don’t do that. We’re not focused... Read more »

Positive Leadership In Your Call Center

The Power of Positive Leadership and the impact it has on your call center performance is epic.Benefits of positive leadership are numerous but on the flip side there are risks to your... Read more »
Call Center Metrics

Call Center Metrics: Bill To Pay or Productive To Pay

Leadership Resources Frontline leaders are so very important to the success of the call center.  That is why both "The Role of a Supervisor" and "Positive Leadership" provides you and your teams... Read more »

Positive Leadership and the Influence It Has On All Of Us

Positive leadership is not reserved or acquired only by persons with important titles.Think about experiences in your own life that motivated you to challenge your own goals. Reflect on events that inspired... Read more »