 Category :: Management Articles |
Author :: Carole Sue Jones  |
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| Article Title :: Time Management and the "to do" list |
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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) |
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| Category :: Management Articles |
Author :: Carole Sue Jones |
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| Article Title :: Selling Sales to Customer Service Agents |
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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) |
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| Category :: Management Articles |
Author :: Carole Sue Jones |
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| Article Title :: Qualities of a Great Manager |
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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) |
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| Category :: Management Articles |
Author :: Carole Sue Jones |
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| Article Title :: One Minute Feedback |
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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) |
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| Category :: Management Articles |
Author :: Carole Sue Jones |
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| Article Title :: WIIFM Making the "What's in it for me?" Question Work for You |
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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) |
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| Category :: Management Articles |
Author :: Carole Sue Jones |
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| Article Title :: Improving Quality through Coaching |
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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) |
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| Category :: Management Articles |
Author :: Carole Sue Jones |
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| Article Title :: Are You Listening? |
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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) |
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| Category :: Management Articles |
Author :: Francis Mosse |
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| Article Title :: UML Training - Avoid Analysis Paralysis! |
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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) |
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| Category :: Management Articles |
Author :: Michael Mercer, Ph.D. |
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| Article Title :: Interviewing Job Applicants Can Be Hazardous to Your Wealth |
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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) |
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| Category :: Management Articles |
Author :: Manik Thapar |
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| Article Title :: Motivating Teams |
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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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