Tag Archives: HowTo

A Simple How-To Guide for Mapping Individual Development Plans for Employees To Help Them Bloom in Your Call Center (With Examples Along the Way)

Laura Krajewski — June 15, 2020 When I hop in the car, I almost always open Google Maps to get from point A to B. Even when I know the route, I check my phone’s map to see if there’s bad traffic or an accident that would lengthen my ETA. I lean on this guidance … Continue reading A Simple How-To Guide for Mapping Individual Development Plans for Employees To Help Them Bloom in Your Call Center (With Examples Along the Way)

The Anatomy of a Successful Call Center: A How-To Guide for Managing a Call Center Team Full of Stellar Agents

Laura Krajewski — March 15, 2020 Stop me if you’ve heard this story before: You start your job as a new customer service agent at your company. You go through training, get coached to use the company software, and learn to de-escalate situations with angry customers. You learn the products, services, and you know how … Continue reading The Anatomy of a Successful Call Center: A How-To Guide for Managing a Call Center Team Full of Stellar Agents

Blind Hiring: A How-To Guide To Reduce Bias & Increase Diversity

Ji-A Min — June 8, 2017 — June 8, 2017 The government of Canada recently made headlines for their blind hiring pilot project: removing candidates’ names before hiring managers review their applications. Government officials state this blind hiring initiative is designed to “reduce unconscious bias” and “promote gender and ethnic equality.” The original blind hiring … Continue reading Blind Hiring: A How-To Guide To Reduce Bias & Increase Diversity

Selling your agency, a how-to guide, Part 4: Making the deal happen

In Part 4 of a series, columnist David Rodnitzky walks you through non-financial deal terms and offers tips on choosing the right acquirer and working with lawyers. David Rodnitzky on November 15, 2016   When evaluating different job offers, compensation is always a major factor, but it is rarely the only consideration: Job stability, compensation, … Continue reading Selling your agency, a how-to guide, Part 4: Making the deal happen