Blogs
Make a Resolution to Start Coaching!
If you work in the call center industry, you are probably very familiar with the terms “coaching” and “monitoring.” Although two different activities, the terms are frequently used interchangeably. In reality, they are two separate and distinct activities that should be clearly... Read More
Engaging the New Millennial (Gen-Y) Workforce
I am going to confess up front that I’m a Baby Boomer. I like being known as the group that questioned authority and highly influenced corporate reform. I enjoy being a member of a group that is strong in number... Read More
5-Step Process for Handling Profanity
A while back, trainer Lisa Rike gave some great information about how to deal with difficult customers in our Free LIVE! Webinar called Handling Difficult Callers. Recently, our customer Heather Bond emailed us a question about profanity and we want... Read More
Have Your Employees Lost That Lovin’ Feelin’?
What makes an employee happy? What makes them miserable? To a great extent, the answer to both questions is their own attitude. Beyond that, it’s Management’s attitude. Patrick Lencioni, author of the New York Times best selling book “The Three... Read More
Gold Stars Are Free! Employee Recognition Training for Managers
Thinking back to when you were little, do remember the teacher saying, “Good job!”? Do you remember how it felt when your test came back with a BIG GOLD STAR? WOW! Recognition! It’s one of the most powerful motivators we... Read More
How To Treat Them Right On The Telephone
Originally posted in March of 2003 for the Journal of Accountancy: Monthly Checklist Series Treat Them Right on the Telephone Fostering a long-lasting client relationship starts from that very first contact someone makes with your firm. Here are 10 phone-etiquette... Read More
Stressbusters: 3 Easy Ways To Get Ahead of The Holiday Chaos
F. Scott Fitzgerald described it best when he wrote, “Life starts all over again when it gets crisp in the fall.” And with the holidays upon us, are you taking the time to enjoy every moment, or has the season... Read More
Building Employee Engagement: What You Need to Know
When studies show 53% of American employees report being actively dissatisfied and disconnected from their work on a daily basis, maintaining and indeed, fostering a full staff of engaged and productive workers may seem a pipe dream. After all, beyond... Read More
