Role of a Supervisor Webinar

Is the performance in your call center a daily and monthly challenge?Would you like a solutions?  On this webinar we review the 3 critical characteristics that all call center supervisors need to possess to be successful to drive your performance  consistently. If you want to take your team or call center to the next level then you will want to reserve your seat for this value packed webinar!

Listening Skills for Improved Performance and Engagement

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 deliberations Contract […]

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

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Call Center Metrics: Bill To Pay or Productive To Pay

Call Center Metrics

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 […]

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

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Call Center Best Practice – Managing To The Call Center Model

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 […]

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Call Center Supervisor and giving feedback

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 […]

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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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Exactly Who Are The Millennials and what do they Mean For Your Call Center?

A generation of customers whose time has come is the Millennials. They are the largest generation in the United States today. They make up between 75-80 million people. They range from age 15-35. As the youngest age into adulthood, their purchasing power is exploding. And, just when you thought the Baby Boomers were the only […]

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