Watch the Role of a Supervisor Webinar Replay »

About the author

Greg Meares

As a Sr. Consultant for Performance Connections, Inc., Greg's primary objective is to provide value to organizations that are focused on raising brand awareness. Additionally Greg works on improving the customer experience, through business process re-engineering, and call center best practices. Greg is an industry expert and is often called upon to provide his analysis and solution oriented approach to improving performance in the BPO and Call Center industry.

Share

Philippine’s Leadership Secrets Finally Exposed

By Greg Meares

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 think!  Honestly I was a bit shocked at what I learned on my recent trip to the Philippines. Make sure you read this entire story… […]

Share

Listening Skills for Improved Performance

By Greg Meares

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 Improves You As a LeaderIn an article written by Glenn Llopis and published on Forbes.com, 6 Ways Effective Listening Can Make You A Better […]

Share

Call Center Leadership Goals?

By Greg Meares

An article in “The Leader in You” SeriesQuality of leadership is not unique to an age or gender.It is not bound by geography or awarded by nationality.Its impact transcends space and time.The marvel of positive influence extends beyond heads of state and corporate executives recognized for exemplary management.Evidence of leadership appears:In school yardsJury deliberationsContract negotiationsFamily conversationsAnd […]

Share

Soft Skills Improvement and Following the Process Part One

By Greg Meares

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 on that.” I was surprised how quickly he dismissed the complementary value that effective management contributes to business process improvement and organizational change. […]

Share

Positive Leadership In Your Call Center

By Greg Meares

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 call center performance by not paying attention to this.  What is the biggest impact?What Are the Risks of a Negative Workplaces?? Is this […]

Share

Call Center Metrics: Bill To Pay or Productive To Pay

By Greg Meares

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 with the skills to drive consistent goal achievement.  Learn More… If you want to create consistent performance, then you need to start with […]

Share

Positive Leadership and the Influence It Has On All Of Us

By Greg Meares

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 you to view your world in a more positive way. If we recall examples from life’s experiences, we will see references to supervisors, […]

Share

Call Center Best Practice – Managing To The Call Center Model

By Greg Meares

What is the Call Center Model, you might ask?It has been argued that there are three components that need to be integrated well to establish what is considered a well running call center.  Some might even say that the effective use of integrating  “people, process and technology ” is an art form in itself and […]

Share

Call Center Supervisor and giving feedback

By Greg Meares

One of the central themes we stress in our Call Center Best Practices seminars and off-the- shelf training modules is the importance of feedback. We address it directly in The Role of the Supervisor and expand on the topic in Communication Skills. Persons who lead regardless of title must deliver their message in language that crowds […]

Share

Knowing Predictive Analytics Well Can Improve Your Call Center’s Performance

By Greg Meares

In the call center business, scorecards measure the profitability (or not) of the business is its present existence. This measurement of Key Performance Indicators (KPIs) represents the kind of reporting necessary to monitors the business’s viability. Without a KPI scorecard, you’re like a kid in a candy store….…Blissfully meandering around the store, working hard to […]

1 2 3 44
Page 1 of 44