For many years, it was standard practice that the role of manager or team leader was often paired with strongly authoritarian descriptors such as controlling, sole decision maker, and unyielding. And while this type of management style was practiced for years, a newer and more effective style of management or leadership was introduced by Robert …
Do You Have The Right Qualities to be a Servant Leader? Read More »
Because customers have so many more options than they did in decades past, we often refer to today’s business environment as the age of the customer. Technology is at the heart of increased customer options, providing them with the ability to shop online, request a real-time chat with a company representative, browse websites while they …
Servant Leadership: A Guide to Modern Customer Service Read More »
What would best describe the leadership style of your call center managers; caretakers or transformers? Managers care for the continuation of an organization and its needs while leaders transform the way the organization exists. Some in the business world would define a manager as too concerned with the status quo to move into the future, …
Many people know that turnover among agents in the call centers are high, but most leaders don’t know how to prevent it nor do they know what type of incentives have the most influence over agent’s performance. There are many books written on ideas how to change this in the call center I have read …
What are the best incentives Call Center Managers can offer Agents? Read More »
