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Call Center Metrics: Bill To Pay or Productive To Pay

Leadership Resources Frontline leaders are so very important to the success of the call center.  That is why both "The Role of a Supervisor" and "Positive Leadership" provides you and your teams with...

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Positive Leadership In Your Call Center

The Power of Positive Leadership and the impact it has on your call center performance is epic.Benefits of positive leadership are numerous but on the flip side there are risks to your call center...

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Soft Skills Improvement and Following the Process Part One

We Don't Do Soft Skills?When I asked a successful process improvement consultant about his company’s approach to leadership and soft skills mentoring, he remarked, “Oh, we don’t do that. We’re not...

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Call Center Leadership Goals?

An article in “The Leader in You” SeriesQuality of leadership is not unique to an age or gender.It is not bound by geography or awarded by nationality.Its impact transcends space and time.The marvel of...

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Listening Skills for Improved Performance

Listening Skills to improve engagement and performance in your call center?Yep!I know, developing your listening skills doesn't seem all that exciting and afterall, will it really have any positive...

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Philippine’s Leadership Secrets Finally Exposed

Yes, you read that title correctly... "Philippines Leadership Secrets Finally Exposed!"However, before you jump to conclusions about what I mean, let me first provide you with some background.  It's...

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Call Center Training Ice Breakers and Warm Ups

Call Center Training Ice Breakers This article was originally posted March 6, 2009.  It has been updated for Call Center Training effectiveness. Call Center Training that uses Ice Breakers eases first...

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Workforce Management

Workforce Management Processes Creates Logic Out of ChaosThis Workforce Management article was originally posted on March 5th, 2009.  It has been updated to provide more detail and value for the Call...

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Importance of Leadership in the Call Center

Call Center Leadership Deals With This Approach All The Time!This Call Center Leadership article was originally posted April 15, 2010.  This has been updated to reflex the changes going on in our...

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Difficult Customers and How to Handle Them

Difficult customers come in many shapes and sizes. Many in your organization may differ in the definition of what a difficult customer is most agree, that when you have one on the phone, you clearly...

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