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Philippine’s Leadership Secrets Finally Exposed

Philippines Leadership in Call Centers

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… […]

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

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Call Center Leadership Goals?

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 […]

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

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

predictive analytics

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 […]

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