Effective employee performance reviews are a rare breed in the business world. Too often they are ineffectively implemented and simply become a one-way communication meeting where a manager spends the majority of the time talking to the employee about work. To get the most of your employee reviews you have to create an atmosphere where a two-way dialogue takes place between the employee and the manager (who really should be operating in the role of a mentor).
The benefits of a strong corporate culture are both intuitive and supported by social science. According to James L. Heskett, culture "can account for 20-30% of the differential in corporate performance when compared with 'culturally unremarkable' competitors." But what makes a culture? Each culture is unique and myriad factors go into creating one, but I've observed at least six common components of great cultures. Isolating those elements can be the first step to building a differentiated culture and a lasting organization.
Forecasting for any size contact center starts with building a strong capacity plan and having a well-defined governance process. Forecasting in any environment -- be it an inbound call center, outbound call center or blended inbound and outbound -- is not a fire and forget exercise. There are two distinct steps in creating a forecast: capacity planning, which is performed on an annual cycle; and a 3-2-1 approach, which is conducted continuously throughout the year.
How IT Leaders Can Empower Teams to Become Decision-Makers
Most managers want their team members to be more proactive when it comes to making decisions. IT Team leaders at any level can use a 'Tree Decision Rights' model to identify different types of decisions and then work with their team members to empower them to take on more decision-making responsibly.