Tag: call centers

The Turnaround Factor: Digging Deeper

The Turnaround Factor: Digging Deeper thumbnail

One of the most important leadership lessons of my life happened five minutes after I stepped off that stage. I’d been giving out recognition awards on my massive “road trip,” a 27 states in 45 days kind of tour of motivational kick off meetings in Verizon Wireless’ outsourced call centers. I was the “client”–read that “scary exec”–who was doing

How To Be A Better Team Leader:  A Case Study

I used to be one of those disengaged reps, you’re talking about.” We were all a bit shocked by Mike’s response. After all this was a recognition focus group for the top reps in this enormous call center. Several of whom were on the short-list to become team leaders. I smiled gently, my eyes pleading for this brave, young rep to continue. My team leader was just terrible. The rest of the high potential

Want Great Customer Service? Call A Vampire thumbnail

If you need to contact a customer service call center, today would be a good day. You will likely get great customer service. Employees will be happy, spirits will be high. Oh, and the pictures will be fantastic. From my experience and in talking to leaders in call centers across the industry, today the phones will be answered by vampires, zombies, clowns, and pirates. There will be joy in their voices, a skip in

Small Gestures of Trust Build Great Results thumbnail

I was attending a breakout session on social media strategy at the International Customer Service Association conference, when the presenter asked, “who allows their reps to have Facebook on their work computers?” This is not the norm in the call center space, but one guy raised his hand. I knew immediately whose table I wanted to sit at for lunch. Where there’s one gesture of trust, there’s generally

The Turnaround Factor: Digging Deeper

The Turnaround Factor: Digging Deeper thumbnail

One of the most important leadership lessons of my life happened 5 minutes after I stepped off that stage. I’d been giving awards on my massive “road trip,” a 27 states in 45 day kind of tour of motivational kick off meetings in Verizon Wireless’ outsourced call centers. I was the “client,” read that “scary” who was doing everything in my capacity to have my team