Laura Krajewski — June 9, 2020 Alexas_Fotos / Pixabay Picture this: Every day, your agents come to work to find interactions that totally match their skills. They’re empowered to answer customer questions. And they’re the experts on the needs of your customers. Every person who reaches out gets directed to the agent who knows how … Continue reading Pivot Your Workforce Management Strategies Toward Employee Engagement
Austin Bliss — May 29, 2020 What Is A Spamtrap? Spamtrap email addresses are “dummy” (but fully functional and deliverable) email addresses used for the express purpose of attracting spam. Any messages hitting these addresses are considered unsolicited bulk email. To summarize: A spamtrap is a valid, deliverable email address that is exclusively used to … Continue reading Spamtraps 101: What they Are, Why You Hit Them, & What to Do About It
Ellen Mullarkey — May 22, 2020 Our global community has faced unprecedented stress over the last few months. Whether you transitioned to working from home, were met with an unforeseen furlough, or took on full-time childcare unexpectedly, it’s certainly been an adventure! I can’t stress this enough: we were already under too much pressure. According … Continue reading Don’t Let the Pressure Kill Your People
Veronica Krieg — April 21, 2020 I’m sitting in my guest-room-turned-office in week four (or is it five?) of our nationwide push to keep people home and communities safe. While the days blend together and my routine begs for a shakeup, work continues. But for those of us lucky enough to have the option for … Continue reading 5 Time Management & Productivity Techniques to Charge through Challenges and Keep your Work From Home Call Center Operating at its Peak
Dave Brock — January 24, 2020 One book I reread every year is “Excellence, Can We Be Equal And Excellent Too?” by John Gardner. It was published in the early 60s and is one of the most profound modern philosophy books I’ve read. A mentor recommended it to me, I reread it every year. One … Continue reading “Form Triumphs Over Substance”
Ed Muzio — January 16, 2020 One of my favorite questions to ask during my keynotes is, “what’s management for?” It sounds like a simple rhetorical question, but I don’t ask it rhetorically. I let people discuss it and often ask what they concluded. (Try it now, before you read further. What’s management for? Why … Continue reading Quit Making Sure and Start Making Decisions
Liz Kislik — January 15, 2020 When John Rouda interviewed me for Geek Leaders, a podcast geared toward IT and tech people, we chatted about a generally under-discussed topic: leadership’s responsibility to integrate tech people into the larger organization, not just “onboard” them to the tech team. Many leaders assume they can plug-and-play tech people, … Continue reading How to Get the Best from Technical Workers
Kenna Griffin — December 6, 2019 When your staff isn’t performing the way you think they should or as well as you know they can, it’s time for you to take a look in the mirror. What are you doing as a leader that’s encouraging or supporting these behaviors? In other words, how are you … Continue reading Why Using the ‘Forbidden Phrase’ Just Makes You Look Bad
Nagesh Sharma — October 29, 2019 Follow @just4nagesh As promised, here is part two of the three-part blog series, inspired by the writings of John C. Maxwell, “The 15 Invaluable Laws of Growth: Live Them and Reach Your Potential.” I’m humbled for the appreciation and love my readers have shown for the previous blog post. … Continue reading The Law of Intentionality, Environment, and Consistency
JoAnn Corley — October 7, 2019 Follow @joann corley I was having a conversation with my step-son a few months back – getting an update on how his business was doing. He’s part of a family owned business and was next in line to take over when his in-laws retired. He’s very motivated and has … Continue reading An Essential Management Tip You Absolutely Must Use
