Even though it’s important that leaders exemplify the traits a good leader needs to be effective and guide employees to success, leaders should also be seen as servants and helpers to their teams. Servant leadership is a concept that can improve how leaders connect with their employees and how their employees perform. Learn more about …
Understanding How Servant Leadership Improves Employee Engagement Read More »
Change is always difficult; people are by nature creatures of habit. If you are in a leadership position and it’s up to you to communicate the executive management vision during a shift in your company’s plans, here are 3 steps that can help you manage change with minimum friction. Change Doesn’t Have to Be Scary …
3 Things to Know While Leading Change Management Read More »
One of the most widely-used yet misunderstood terms in the business world is “employee engagement.” While plenty of executives, team leaders, and consultants call upon this statement in their attempts to motivate, few actually use it correctly. That’s because most interpret it to mean working hard. While hard work is certainly found amongst the effective …
Understanding the Leadership Qualities that Lead to More Engaged Employees Read More »
Great leaders aren’t born that way, and most dedicate their lives to learning, applying and mastering leadership skills. When it comes to being a leader in the contact center, don’t be discouraged if authority doesn’t come naturally to you. With a little training, hard work and perseverance, you have the capacity to become a respected …
5 Things You Can Do to Become a Great Leader in the Contact Center Read More »
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 …
Being in a leadership position in any sort of environment is challenging. No matter the uniqueness of their individual situations, all leaders typically find themselves facing the same obstacle at some point: mistrust. It’s often a natural reaction for subordinates to feel as though those operating above them achieved their positions by only looking out …
Today I’m submitting the 4th blog in our Character Commitment Series. I’ve spent the past several months writing a blog on each of Etech’s 12 Character Commitments that form the foundation of our organization. I’ve welcomed this opportunity to take the time to sit down and write about each trait. For me, it’s been a …
TEAMWORK: 4th in the Series of Etech’s 12 Character Commitments Read More »
Accountability: We hear that word thrown around a lot and for some it can hold deep meaning while for others it can conger up feelings of failure, belittling, defeat, you name it! As I was thinking through what I wanted to say in this series entry, I came across an article by Roger Connors and …
I came across an article the other day in The Harvard Business Review that caught my eye. It did so because the topic discussed happens to be one of the 12 Character Commitments of Etech Global Services. That character trait is: HUMILITY. When we hear the word Humility, it may bring to mind images of …
Etech’s vision – “To make a remarkable difference for our people, our customer and in our communities.” Our ability to make a remarkable difference rises or falls on the shoulders of our leadership team. Etech invests many hours and resources developing leaders with a desire to serve! I recently read an article by Justin Tarte …
John Maxwell writes that “The true measure of leadership is influence – Nothing more, Nothing less.” I believe that a leader’s ability to influence others starts with integrity. That’s a word we hear a lot in life. “INTEGRITY.” We see people in our lives who walk in “integrity” and people who don’t. We will often …
The dramatic globalization of industry and the rapid enhancement of technology have changed today’s business environment and will continue to do so. In today’s fast paced global market, businesses are called to move more rapidly than ever before while doing even more with less. While globalization and technology are the drivers behind the change, I …
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 …
“Leadership is influence. Nothing more, nothing less.” – John Maxwell Leaders demonstrate positive influence through both their behavior and overall attitude. At Etech, it is expected that our leaders are committed to developing team members who understand what is expected of them, know how to meet those expectations and understand how it relates to Etech’s …
Why Leaders Must Strive to be a Positive Influence? Read More »
In order for contact centers to operate effectively, call center leaders and managers must be skilled in their jobs. When management does not function properly, the chances of team success is almost nonexistent. The problem with this equation is that not all managers and team leaders have the skills needed to lead in the most …
You may have the best individual employees, but unless you know how to make them into a team, their knowledge and skills will be of limited benefit to your call center operations. However, being a team entails more than simply working together toward a shared goal. There are certain characteristics that must be present in …
You are a call center leader. At same point during your career at your company, you formed three straightforward letters together to shape one modest word that has gotten you into this pickle. At the time, you didn’t generally comprehend the effect of those letters. The letters were “Y-E-S.” Maybe you oversaw individuals in another …
How To Train Front Line Leaders To Face Unique Challenges Read More »
I recently finished reading a book by John Blakely entitled, The Trusted Executive – Nine Leadership Habits that Inspire Results, Relationships and Reputation, and came across some important aspects mentioned within that I wanted to share with all of you. It would be great if you would take a moment to review, and reflect upon …
Nine leadership habits of Ability, Integrity and Benevolence Read More »
Starting something new, taking on new challenges or implementing changes is not always easy, and there are always reasons to avoid doing so, but opportunities may not be around forever. We must focus on the things we are able to control and make a remarkable difference that our customers, our team, and our communities expect. …
Self-motivation in the workplace is hard. It takes knowing yourself: your strengths and weaknesses, desires and character. Then, you have to turn that awareness into action. It takes discipline to be a self-leader. If you find yourself getting off track, a self assessment might be necessary. Ask yourself these three questions to help realign yourself …
Three Techniques to Take Back Control of Your Job Read More »
