The 80/20 Rule
The 80/20 rule is an old standby for support and service veterans. Focus on using it to help address pain points in a measurable and meaningful way.
The Importance of Training (Part II) – Management Skills
How important is it to ensure that your skills are up to date? Assuming that you received your certification or degree several years ago, has the technology you are supporting changed? Are the teams you are managing still using the same tools and resources they used to in the past? The one thing that is
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Managing Technical Teams
Managing technical staff is becoming more of a challenge daily. Even more so, when your staff are MORE technical than you are – which to some extent is expected … you are a manager and responsible for multiple area’s of the company, they are specialists and able to focus on their area to the exclusion
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The Importance of Training
How do you treat your new starters? Do they get thrown in at the deep end – after all, they were hired for the skills you need, they should be able to just “pick it up” – right?? How did that go for you? Were they your high performers? No, starting to wonder why? Hard
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Work Ethic and Today
A famous quote from Thomas Edison reads – Opportunity is missed by most people because it is dressed in overalls and looks like work. Thomas Edison Now how often have you been the one to procrastinate or put something off till later? How often have you not studied for that big test or perhaps not
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The Job Search
OK, unfortunately, its that time of year again and you need to get your name out there and start looking for another job. Now, this might be for any of a variety of reasons and we’re really not going to worry about that here. What we are going to discuss however is some good tools
What is the hardest thing about running a call center?
I was recently asked this question in one of the forums that I am active on and its actually a surprisingly difficult question to answer. Here’s what I said to the Questionaire … if you have a similar question, take a read through the points below but pay special attention to the extra info section.
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What do you do when your Company is constantly having Outages?
Its been a while for me, but there was a period of my life where I was working for a company that was in a constant state of outage. They had a mix of services, and over the course of 2 years, I was flown across the country and around the world apologizing for the
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Active Listening
I recently took some training on Interview techniques and Active Listening. It was an eye-opener, to say the least!! The difference it makes when someone is really listening and paying attention vs that same person doing something else while you are speaking makes an amazing difference to the speaker. Much more than I thought –