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Categories :: Business : Management Articles
 


 

Category :: Management Articles Author :: Carole Sue Jones 
 
 Article Title :: Time Management and the "to do" list
 
I recently did a web search on time management and received 50,500,000 hits. In reality probably only two to three hundred of them were really about time management, but the prevalence of such sites indicates how important the concept is to all of us. The time management industry is flooded with books about how manage your day. Time management tools with everything from computer programs for scheduling to the ubiquitous planner to simple task lists can be found in every bookstore across the country. Yet recent reports indicate that we are working longer hours, sleeping less and decreasing productivity. How can you make time management work for you? Really that's the question, rega  (read full article)
 
 
Category :: Management Articles Author :: Carole Sue Jones 
 
 Article Title :: Selling Sales to Customer Service Agents
 
The Sales Stigma Somewhere along the way sales got a bad rap. I'm sure all of us can relate to having dealt with a salesperson that made us uncomfortable, pressured us into making a decision, or even mislead us about the product or service. We have all survived a contract we didn't want or have things in our house that we were lured into buying only to be disappointed in their performance or usability. However, some of us may be able to recall a good sales experience in which a conscientious salesperson made us feel positive about our purchase. In these instances, customer service made all the difference. During a good sales experience, I feel as though the salesperson really li  (read full article)
 
 
Category :: Management Articles Author :: Carole Sue Jones 
 
 Article Title :: Qualities of a Great Manager
 
In the call center environment we are often only as successful as the people we hire. While our front line employees are critical to our business, choosing the right managers powerfully impact your success. So what makes a good manager? Ask 100 people and you might get 100 different answers. While the behaviors that make a great manager may be open to interpretation, there are some competencies and corresponding questions, which stand the test of time. I think the face of business has entered an era of global mobility and flexibility. To be a successful manager in today's business world you have to be able to shift gears and cope with change effectively. You have to be able to make decisi  (read full article)
 
 
Category :: Management Articles Author :: Carole Sue Jones 
 
 Article Title :: One Minute Feedback
 
Like team leaders in any industry, Call Center managers must accomplish countless tasks in a given day. From presiding over call allocations and reading and responding to e-mails, to responding to supervisors' requests, reviewing resumes and setting up interviews and meetings, it's a wonder that they are able to walk the Call Center floor to oversee regular operations. This makes delivering one-minute feedback crucial to a manager's skill set. Research shows that delivering effective feedback increases an employee's productivity, confidence in doing the job and future potential contributions to the success of the company. Most employees feel that they don't get enough feedback from their m  (read full article)
 
 
Category :: Management Articles Author :: Carole Sue Jones 
 
 Article Title :: WIIFM Making the "What's in it for me?" Question Work for You
 
In the constantly changing world of Call Centers, asking agents to adapt to ever increasing demands, responsibilities and performance can be a challenge to even the most involved of managers. Being able to create buy in is always challenging, but if you can answer the WIIFM question you will be ahead of the game. While some people may think that the WIIFM question is selfish and self serving, I want to challenge that notion. Very few of us are willing to be completely altruistic in our daily endeavors. We hold down jobs and invest in careers for diverse reasons but the bottom line is that the work we do provides us the means to live the way we choose. When we can no longer see the WIIFM b  (read full article)
 
 
Category :: Management Articles Author :: Carole Sue Jones 
 
 Article Title :: Improving Quality through Coaching
 
BMW, The Ritz-Carlton, Kodak, Dell, Microsoft, Volvo, Smuckers, Kleenex, Crayola. Do these places all have customer service Call Centers? Are they relevant to our audience? Does that matter? I think you only need to name five. What do these companies have in common? They are all known for their quality. Merriam-Webster defines quality as a degree or grade of excellence and an inherent or distinguishing characteristic or trait. For Call Centers, providing a "Quality Experience" to your customers competes for priority with other metrics such as call handle time, call volume and full time equivalent. However, it can become a distinguishing trait. So how can Call Center managers improve the qu  (read full article)
 
 
Category :: Management Articles Author :: Carole Sue Jones 
 
 Article Title :: Are You Listening?
 
Are you listening, really listening? Knowing that the human brain can process information four times as fast as the mouth can speak; listening becomes a skill that requires attention and practice, and a skill that is essential to all Call Center employees. We listen to gather facts, form opinions, make decisions and lend support. We listen to get a response, clarity about a task, or to improve communication. Being a good listener means focusing, while using control and concentration to review critical data. So how do we become effective listeners? Levels of Listening In order to improve our listening abilities, we need to understand that there are different levels of listening. Dep  (read full article)
 
 
Category :: Management Articles Author :: Francis Mosse 
 
 Article Title :: UML Training - Avoid Analysis Paralysis!
 
I've been in several situations in which students would stop me in a UML training class and ask with stern faces: "How do you avoid analysis paralysis?" First time I heard that I sincerely replied: "How do you get to be paralyzed?" Indeed, there are many ways to avoid analysis paralysis-at least 5. The rest of this article assumes you're in the shoes of an analyst, with the mission to model some new topics that experts are explaining to you. Perhaps a manually run business operation is to be automated. The analyst must first understand what the system has to do (analysis) before deciding how to automate it (design). Muscular paralysis comes from blocking the connection betwe  (read full article)
 
 
Category :: Management Articles Author :: Michael Mercer, Ph.D. 
 
 Article Title :: Interviewing Job Applicants Can Be Hazardous to Your Wealth
 
1st Fact: Interviewing applicants is the most common way companies decide whom to hire. 2nd Fact: Research proves most interviewers do lousy at predicting if an applicant will succeed - or flop - if hired. 3rd Fact: Research shows that customized pre-employment tests do great at predicting if an applicant may succeed or fail on-the-job. 4th Fact: Since you must interview applicants, even if you use tests, you need to make better predictions based on interviews. If you do not learn how to do this, it will prove hazardous to your wealth! When you hire the wrong person, you will pay a huge price. Your business financially suffers, and you can destroy your management career. WHY MANAGERS  (read full article)
 
 
Category :: Management Articles Author :: Manik Thapar 
 
 Article Title :: Motivating Teams
 
Motivating Teams Introduction: Working with teams, whether as leader of a single team or manager of several, is an essential part of a manager's remit. Teamwork is rapidly becoming the preferred practice in many organizations as traditional corporate hierarchies give way to flat, multi-skilled working methods. This section is an indispensable and practical guide to leading teams with expertise, covering subjects such as defining the skills required to complete a project, establishing trust between individuals within a team, and maximizing the performance of that team. The section is vital reading for any one involved in teamwork, whether as a novice or as an experienced team leader.   (read full article)
 
 
 
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