7 Habits of Highly Effective Contact Center Managers
The late Stephen Covey wrote one of the most influential business management books of all time. The idea of intentional progress resulting in growth, change and constant improvement resonates in more than just a professional career. Consider the positive benefits of applying the same intention to the contact center to improve the overall customer experience. By translating his principles to the call center, we get these seven habits of highly effective contact center managers.
The real work for the IT professionals begins in the details. The most successful organizations understand that organizational alignment starts with clearly defined, top-down business goals, accompanied with a standardized method of communication to the rank and file. Presumably the next step is building consensus from the bottom-up, but thatís not always the case.
Ten Reasons Winners Keep Winning, Aside from Skill
Whether the game involves competing every four years in the Olympics or every day in a business, winning brings advantages that make it easier to keep winning. Winners gain ten important advantages as a result of victory -- and that smart leaders can cultivate and build on these advantages to make the next success possible.
Good Social Customer Conversations: Start by Listening
Social media sites are all about having conversations, and that's true for businesses as well as individuals. The trick for businesses is knowing how and when to engage in these conversations -- and how to keep up with them. Like any conversation, listening is important, and it's one way that businesses can begin to engage their customers.
The wave of new age technologies that are invading the enterprise has spurred the debate on who sets IT user policy and how organizations can control it. Be it full-fledged enterprise mobility or accessing corporate e-mail over the phone, there needs to be a specific set of rules and guidelines incorporated in the user policy that defines who gets to do what, when and where.