call centers Archives

How to Lead a Team on Different Schedules

by Karin Hurt and David Dye | Mar 14, 2019 | By Karin Hurt and David Dye, Communication, Employee Engagement & Energy | 0 comments

Keep Your Team Focused and Connected When Working Different Schedules How do you build a high-performing, cohesive team when people are working on different schedules? Clarity is even more important as you get everyone working toward the same goals and it takes extra...

The Power of Observation: 6 Ways to Show Up Helpful

by Karin Hurt | Jul 10, 2018 | By Karin Hurt, Commitment, Customer Service, Winning Well | 0 comments

I just got off the phone with a frustrated CEO, who was fired up after a half day of observation in one of his call centers. “Karin, Why don’t these managers GET IT? I just left a visit to one of our call centers and within an hour, I’ve seen more...

The Turnaround Factor: Digging Deeper

by Karin Hurt | Feb 16, 2015 | By Karin Hurt, Communication | 9 comments

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...

How To Be A Better Team Leader: A Case Study

by Karin Hurt | Nov 8, 2013 | By Karin Hurt, Career & Learning, Employee Engagement & Energy | 27 comments

You can learn as much from a bad team leader as a good one. One of the best ways to improve your leadership skills is to be the leader you want your boss to be. What does that look like for you? What are the characteristics of a great team leader? How to Be a Better...

Want Great Customer Service? Call A Vampire

by Karin Hurt | Oct 31, 2012 | By Karin Hurt, Employee Engagement & Energy, Results & Execution | 2 comments

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...