Align your call center for today’s talent and customers
I always think of the World Cup as a milestone in human progress. There are so many things that change from one tournament to other. They close a four-year era. And I’m not only talking about sports here.
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When I started to work remote, I fell right into the stereotype. Scanning travel sites every week, booking flights, packing my bags every time I could. Working from pretty uncomfortable places (train station floors, tiny-over-crowded co-workings …Starbucks.) And at the most unhealthy hours (as in 24/7 availability). I mean, we’ve all done it. If you have worked remote for a while, you most likely know what I’m talking about. […]
It’s something every call center faces; the roller coaster of call volume, the seasonal ebb and flow that can create staffing chaos and dropped calls. Try as we might to improve upon call projection models, there will always be a time when we run up against the restrictions imposed on us by the lack of Read more about Call Center Side Hustle[…]
As management, we frequently communicate company goals and expectations to ensure all employees know the company vision. We spend a lot of our time telling the employees what we need from them to accomplish these goals. We invest in training to teach them how to do the job and we measure them on their success Read more about Employee Trust – Are You Worthy?[…]
Growing up, in the 1970’s, neighborhoods were wide open and everyone spent time outside talking with their neighbors. I would see my grandfather casually leaning on the white picket fence, in the back yard, chatting with Mr. Ledger about the day’s events or upcoming weekend plans. Well, for the sake of this story, I’ve replaced Read more about The White Picket Fence Rule[…]
Most of us have been to the doctor. I say most of us because we men are hard headed about going to the doc. My wife and I have spent more days than we care to count, with doctors, due to our special needs child. It was during one of these visits that I experienced Read more about Turning a Life Experience into a Business Practice[…]
Most of us have heard a joke that starts off something like this, and usually there’s a terrible punchline that ensues. Well, there’s no punchline here but, believe it or not, I’ve come to realize that these three people have more than one thing in common. A few years back, I was having a conversation Read more about A Priest, a Salesman, and a Manager Walk into a Bar…[…]
When the first call center opened, in my home town in 1999, I applied and was hired as one of four team leads. Prior to this, I had worked in retail management, had done some outside sales management, and was even a bartender. Dealing with people was right in my wheelhouse. Little did I know Read more about Why don’t you get it?…UGH!!![…]
Does anyone else have flashbacks, from previous experiences, that are applicable to something you’ve experienced recently? I have and I’d like to share it. Back in my younger, and much more physically fit days, I was a lifeguard. That may be hard for some people to visualize, now, but it’s true. During those 5 years, Read more about Panic vs. Urgency[…]