Leading a Remote Team
In the old days, managers saw their direct reports daily. They may even have eaten lunch with them or been on the same company bowling team. However, today, managers often oversee people around the globe, in places as far away as India, Kuwait or Korea. The days of...
Your Job Includes Being a Coach
Managers of phone reps all want to see their reps exceed customer expectations each day. But, today’s worker isn’t automatically committed to excellence. John Naisbitt in Re-Inventing the Corporation said: 88% of today’s workers want to work hard and do their best on...
How to Mold Outstanding Reps
Nobody is born as a peak performer. Just ask Serena Williams or Simone Biles. They achieve excellence by being coached and by practicing. They never accept that they are “good enough.” They strive to get better. To coach peak performance in a call center environment,...
From Conflict to Cooperation
It would be nice if we could wave a magic wand and have all workplace disagreements disappear. In the close confines of a call center or an inside sales organization, conflict will happen. As the manager, you may be asked to assume the role of a mediator. It is...
How to Coach for Results
People always wonder about the best way to coach phone reps so that their organization can deliver world-class customer service. If you want your reps to improve, you must understand the performance issues, know how to break down any problems into manageable steps and...
Winning at Hiring
Call centers are the heart and soul of an organization. Customers form an impression of you and your organization within seconds based on the person on the other end of the line. If the first impression of a call center representative is positive, customers will be...
Key Vocal Issues – Rx
Susan works as a technical support person for a large corporation. Her days are spent answering up to forty or fifty phone calls each day. In her annual review, Susan’s new supervisor told her, after listening to some of her calls, her voice doesn’t sound warm or...
Tips For Managers On Surviving Peak Periods
In any call center organization, there are times when we are very busy and times when we are very slow. When it is hectic, it is easy to feel overwhelmed. Don’t despair. There are some things that you can do as a manager that will help you survive peak periods. Start...
Do Your Customers Hate You?
There are a lot of reasons why I hate calling Customer Support. It doesn’t matter what company. The issues remain the same. If I had a wish list, these are the things I would like to see changed- immediately! The first thing that bugs me is long waits with a message...Making Training Stick
Customer service organizations spend thousands of dollars each year on training. The hope is to improve skill sets, increase productivity, close more business or create customer loyalty. While typically there is a “bump” in improvement after any class, over time, the...Here’s How to Slash Motivation or Things Managers Should Never Say
Now more than ever, managers and supervisors need to motivate their inside salespeople or their customer service representatives. Obviously, the more motivated people are the better sales and approval ratings will be. What managers and supervisors don’t often remember...- How to Make It Stick
We speak to be understood, yet as Robert Greenleaf once said, “Many attempts to communicate are nullified by saying too much.” When asked about information overload in the House of Congress, Representative John Brockmann responded: “Most houseplants in the U.S. are killed by over-watering.” Business Professionals today attend meeting after meeting where they are barraged […]
- Tips for Leading the Remote Team
In the old days, managers saw their direct reports daily. They may even have eaten lunch with them or been on the same company bowling team. However, today, managers often oversee people around the globe, in places as far away as India, Kuwait or Korea. The days of interacting face-to-face with one’s direct reports are […]
- How to Succeed in a Service Organization
Every organization aims to have exceptional customer service. The reality is that most companies only give lip service to exceeding customer expectations and continue to do as they have always done. Even with advanced technologies, many researchers actually report service has declined rather than improved. Those businesses that demonstrate they value their customers distinguish themselves […]
- Do Your Customers Hate You?
There are a lot of reasons why I hate calling Customer Support. It doesn’t matter what company. The issues remain the same. If I had a wish list, these are the things I would like to see changed- immediately! The first thing that bugs me is long waits with a message saying, “Your call is […]
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