# # Leadership Skills – Making Sure Your Employees Are Prepared to Lead
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Leadership skills are different for every leader within a company. Some people are better at leading people to new ideas and ways of doing things, while others are better at conflict resolution, employee engagement and performance management, and other areas. It is important that any company has people with qualified leadership abilities in order to become successful.
At any level of leading, there needs to be a sense of selflessness and an ability to focus on creating solutions based on what is best for the company, not for the individual. They need to have teamwork skills and be able to deliver constructive criticism without coming off too harsh or simply telling people that they are terrible at their job.
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Performance Based Interviews That Identify the Game Changers in Your Candidate Pool
Executive Summary
Interviews have undeniable value in every organization’s hiring process. Performance-based interviewing is a technique to make your interviews even more effective in finding the best hires. Performance-based interviewing takes into account the most important job metrics of a target position (performance), as well as behavioral traits that have proven to deliver great results in those metrics, then matches that data to the behavioral makeup of the candidate.
When the candidate displays a shortcoming in a behavioral trait vital to a role, questions based on performance allow the interviewer to explore whether this particular person has the capacity to compensate for the perceived disconnect and perform at an exceptional level or not. At the same time, the interviewer may find a candidate’s innate behaviors to be so far from ideal that the chances he/she would fulfill the performance requirements of the target job are slim.
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It Takes EQ – Not Just IQ – To Work in a Call Center
In this era of customer empowerment, call center managers that focus on Emotional Intelligence (EI) find valuable aid in the selection, recruitment and development process. Emotional Intelligence is all about an individual’s ability to understand emotions and act appropriately.
Human resource (HR) managers find selection indicators such as intelligence, education, personality, and experience adequate in qualifying a candidate for a job, but it’s not enough to predict performance.
The ability to understand the behavioral patterns of call center candidates is essential to the human resources department. What has been recently discovered is that communication – the key feature in relationship theories – is connected to Emotional Intelligence, a predictor that can be measured by what is termed as EQ or Emotional Quotient.
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How to Energize Your Audience and Eliminate Disruptions
Have you seen this at a training session? Attendees avoid the empty seats at the front of the room. Instead, they sit in the back row. The poor speaker looks out at an empty gulf at the front of the room. Meanwhile, other attendees scatter across the room like dots in an ocean.
Even great speakers can not build energy in a sparsely filled room. It makes it too tough to connect with your audience. You want people sitting together so their energy cascades into enthusiasm. You need a crowd at the front of the room.
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Three Tips on Dealing With Difficult Customers
Whether your customer is face to face or over the phone or on chat line with a call center agent, these tips by Shannen Lee can be utilized.
Customer relationship management is a challenging task. If customers’ expectations are not met because of poor customer service, customers would think that their rights have been violated.
Dealing with difficult and angry customers successfully will not only be beneficial to the company, but to the customer service representative as well. Turning around the customers heavy emotions would allow the company to regain the trust of a good and loyal customer.
Studies reveal that almost all angry customers often never complain but take their business elsewhere. Angry and complaining customers, however, care enough to give chances of settlement. These are the customers who stick around if their issues are dealt properly.
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Employee Trading – Why Should Only Footballers Be Traded?
Even if you are not a football fan, and even if you are not interested in sport at all, don’t you find it fascinating to at least keep an eye on the sports pages of the newspapers every summer, and see the huge amounts being paid by top clubs to bolster their teams ahead of the new season?
Every year sees new transfer records being set and amazingly, even in the height of recession, this year is no different.
This article, however, is not about footballers per se or the spiralling prices paid for them and to them, and whether they are morally justified or not. Talent is certainly a wonderful thing, something that should be cherished and appreciated, and so, valued. You cannot really fault the logic that the more unique and outstanding talent is, the more valuable it is: that is basic economic principle.
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