leader
Meritocracy Part 1--World Cup Fever
June 20 by Maynard WebbWorld Cup fever is here again and I’m more excited than ever — especially because this year I can catch the live games on my smartphone and laptop. The games are expected to get more onl...
Drucker’s Surprising View of Corporate Social Responsibility
June 10 by William Cohen, Ph.D.Drucker concluded that considerations for workers in and out of the workplace were the responsibility of the corporate leader just as much as the profits, survival, and growth of the business or organ...
The L Word: Loyalty
June 08 by Brooks Mitchell, PhDMany call centers are entrepreneurial ventures whose success and continued growth is largely attributed to the grit and perseverance of the founder, the entrepreneur. As a professor at the University...
The 'Flaws' with Women In Leadership
May 20 by Doug WilwerdingRecently I had the privilege of being a panelist at a local university that exclusively enrolls women. Among a full complement of course offerings in various disciplines, the college of business o...
Paula Klee Addresses Contact Center Culture
May 19 by Blake LandauWhat if you or your contact center agents had to look in the mirror before they picked up the phone? Would smiles be reflected? When you smile, or frown, the listener can hear this on the other side...
Effective Management Toolkit: How To Conduct An Effective Contact Center Employee Performance Review
May 11 by Katherine MehrIf you manage a contact center you are in the people business. Managing frontline employees or contact center teams can be a difficult task, but effective development tools can improve employee perf...
What Happens in Vegas (Doesn't) Stay in Vegas: Rob Cate, Director of the World Famous Vegas.com Call Center
April 16 by Blake LandauRob Cate is proud to serve the customers visiting Sin City. Cate has put his blood, sweat and tears into creating his version of a successful call center culture. And it’s working. Cate has in...
Call Center Incivility on the Rise: Four Ways to Stop It
April 14 by Diane BerenbaumThere is a disturbing trend in Corporate America. Despite increased talk about improving corporate culture, there is a civility problem in the workplace. It is wreaking havoc on call center employee...
CEO Underperforms in Call Center on Reality Show "Undercover Boss"
April 09 by Tripp BabbittWhenever I walk into a call center and start to hear blame placed on the call center representative, I become skeptical. I was recently watching the show Undercover Boss with Michael Rubin, CEO of GS...
Producer of Call Center Week Lisa Schulman Interviews ING Direct's VP Head of Sales and eService David Bradshaw
April 07 by CCW Digital EditorWhen David Bradshaw, Vice President and Head of Sales and Service, was asked to turn around the ING call center he looked at five key areas. Bradshaw eventually increased call center engagement over...
Unleashing Excellence: What Outstanding Call Center Leaders Do
April 05 by Dennis SnowAre effective leaders born or are they developed? That question has been debated in thousands of books, articles, speeches and forums. While there are some characteristics effective leaders may have...
Working In A Call Center Made Me Fat
April 02 by Mary MurcottWorking in a call center made me fat. Yes that’s right. Let me preface this article by telling you I have worn many hats, including former CIO of Budget Group. In comparison to the job at B...