It's not just a Conference it's a Challenge!

Call Center Campus July 10 - 13, 2006

There's no time like the present to impact the future of the Contact Center Industry. Unlike any other Call Center Campus you've experienced before, today's focus is on the future, and that's a definite reality check. Designed to address the key concerns of today that will shape the industry tomorrow, CCC is chock-full of interesting speakers, fascinating presentations and probing discussions. All in an innovative, interactive format.

For more information, go to www.ccdq.com

Register online today or call 800-359-2968.

Read the Top 10 Reasons to Attend!

The call center landscape continues to change dramatically, as the industry adapts to emerging business needs, user requirements and technology trends. From the outsourcing boom (and now backlash), to the emergence of Web self-service as a primary service and support model, to investments in workforce management, customer analytics and solutions to enable users to better collaborate -- and help each other -- today's contact center is more dynamic, under more pressure, and more wired than ever before.

From a functional perspective, two sides are shaping current models. On the one hand, users are demanding the ability to serve themselves, and access information when they want it, and in the format that best suits their expertise, role, and needs. On the other hand, businesses continue to be driven by cost savings with a need for gaining better visibility into internal and external processes, and to push as much expense out to the consumer.

In my years of coaching and consulting I have found one similarity when it comes to hiring salesmanagers. Often times, when the opening for a sales manager occurs, many automatically assume that the most successful sales rep is the best choice for the promotion. However, this is often a poor choice. Here’s why.

Sales managers are a rather complex breed. They must possess many of the attributes of sales representatives while, at the same time, possessing the attributes of a department head or executive. Considering that many of these are opposite characteristics, your job in hiring and placing a sales manager may be more difficult than you first thought.

Leaders do nothing more important than get results. But you can't get results by yourself. You need others to help you do it. And the best way to have other people get results is not by ordering them but motivating them. Yet many leaders fail to motivate people to achieve results because those leaders misconstrue the concept and applications of motivation. To understand motivation and apply it daily, let's understand its three critical factors. Know these factors and put them into action to greatly enhance your abilities to lead for results.