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Five Key Steps to Become a Valuable Asset to Your New Call Center Manager
You just found out your boss at the call center is being replaced with someone from outside your company. There were rumors going around that your department was underperforming and upper management was looking to shake up its call center leadership. Once you get past the initial thought of having a new boss and what it means, you must focus on how you will present yourself to the new person in charge. D....more

Author: Glenn Pasch
Tags: call center | training | manager

Getting Your Team in the Zone
I was watching one of the press conferences at the Masters and they asked the Round 2 leader Lee Westwood “was he worried that Phil Mickelson had caught up to him?” He answered (paraphrased) that he could only worry about the shots he hit. This got me thinking of two different types of employees. Those that focus on what they can control and those that focus on what they cannot. Have you e....more

Author: Glenn Pasch
Tags: training | contact center | motivation

	Car Dealer Call Center Monitoring Who is monitoring your calls? Most of us have heard this when we are waiting to speak with a company… “ This call may be recorded for training purposes” While I see the benefit of recording calls, I often wonder, does anyone from this company really listen to these calls?
Author: Tags: Car Dealer \| Customer Service \| Management Training 01/05/2010 8:24:00 PM EST

	Management Training: What Can You Do To Make Your Call Center Successful? I have worked in many different sales centers over the last 16 years. In each case, it was very easy to see, within minutes, if the center was successful even before hearing a single call from a sales representative. Here are some vital questions you can ask yourself to determine how your center stacks up:
Author: Tags: Call Center \| Customer Service \| Improved Performance 12/26/2009 12:17:00 PM EST

	How Can Management Keep Good People? I just returned from the American Teleservices Association’s (ATA) convention in New Orleans where I had many discussions about issues facing the Call Center and Contact Center Industry. I will be writing about a few of these issues over my next few blogs. Topic: Retention-How can we keep good people? This
Author: Tags: Improved Performance \| Leadership Development \| Leadership Training 10/23/2009 12:22:00 AM EDT

	Management Development: Getting Back on Track Every manager realizes at some point that they are not performing at their peak or at the level they want to be. Results seem harder to get, the daily structure feels disorganized and it seems like there aren’t enough hours in the week.
Author: Tags: Customer Service \| Leadership Development \| Management Development 10/01/2009 2:17:00 PM EDT

	Management Development and Training? Yes, Just Do It Right. In this new economy, where every company dollar spent is monitored for ROI, why would companies still have Management Development training sessions for their employees without guaranteeing they get results that impact the bottom line?
Author: Tags: Leadership Development \| Leadership Training \| Management Development 08/15/2009 5:59:00 PM EDT

	Training and Development are not Expendable "As the economy soured and auto sales plummeted, GM closed plants and sent workers home to collect unemployement benefits. Toyota closed plants and sent workers into training programs to hone their skills...for a time when demand returns. Who will survive?"
Author: Tags: Improved Performance \| Results \| Sales 07/10/2009 3:05:00 PM EDT

	New Managers: Fighting the Anxiety of Speaking to a Group Be it a pep talk to your sales team or a market report to your superiors, for many new managers and executives, speaking to a group of people can create a wave of anxiety that hinders them from giving a good presentation.
Author: Tags: Customer Service \| Leadership Development \| Leadership Training 01/12/2010 3:36:00 PM EST

	Management Training: Getting Back on Track Every manager realizes at some point that they are not performing at their peak or at the level they want to be. Results seem harder to get, the daily structure feels disorganized and it seems like there aren’t enough hours in the week.
Author: Tags: Customer Service \| Leadership Development \| Management Development 10/01/2009 2:17:00 PM EDT

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