Tag: effective 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

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

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