Leadership development

Are You Coachable?

Even Michael Jordan had a coach, coaching your team is important if you want to drive continuous improvement. Effective coaching is a two-way street, where the coach offers to guide the individual and that person must cooperate and follow through. Essentially, the Coach helps the Coachee to come up with the solutions by highlighting performance …

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How Responsible Leaders Achieve Extraordinary Results with Accountability and High Performing Work Environment?

Your team has the skill and the desire to succeed, but they need leadership. As a leader, your job is to shape your call center’s individual employees into a highly effective team that exceeds all expectations. Good leaders know the importance of accountability, it is actually one of Etech’s leadership commitments. Effective leaders know that …

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How Do You Handle Failures?

Occasionally we fail even after careful planning. Nobody likes to fail I know I do not. However, failure is a part of our life. Have you ever failed? Most people fail before they experience success. The differentiating factor is what you do after the failure. You can sit there mourning and sorrowful, or you can …

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Quality Metrics — Unveiling the Strategic Information for your Business

It is often said that if something cannot be measured it cannot be managed or improved. Some aspects of a business are easy to put into measurements – sales or revenue per hour, conversion rate, contact rate, etc. These key indicators are critical to determine sales success. Inbound channels have additional standards to ascertain the …

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Live Chat Etiquette: Making It Work

Giving and getting help via a live chat doesn’t have to be awkward. In fact, the experience can be an overwhelmingly pleasant one with the right etiquette. Fast and painless communication is made significantly easier when the chat operator and guest have overlapping goals. Here are some basic guidelines for operators and customers to follow …

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