Remembering Stephen Covey: Here Are His Famous '7 Habits Of Highly Effective People'
In honor of renowned author Stephen Covey, who died this morning at age 79, we've decided to succinctly break down the "7 Habits of Highly Effective People" from his all-time best-selling book, which sold 20 million copies. Here's the short version, but we recommend you buy his book.
Virtual At-Home vs. Brick-and-Mortar Contact Centers
Sending calls to agents working from home was a new concept 14 years ago. Today, more than 80 percent of Fortune 500 companies are using or planning to use home-based agents (Frost & Sullivan). Conversations about the at-home or virtual contact center model have shifted from “why” it is more advantageous than brick-and-mortar (B&M) centers, to “when” and “how” it can be implemented as either an in-house or outsourced solution. Looking at the dynamics currently at play within the contact center industry, leading outsourced at-home companies are growing in excess of 25 percent annually (Datamonitor). With these statistics in mind, will there be a need for brick-and-mortar contact centers in the future?
Do you ever disconnect, even for just a few minutes? Think about the last time you used your “off button.” Was it at home over the weekend? On vacation? Or were you at the office? BlackBerrys, iPhones, Androids, iPads, and all their digital relatives are transforming our lives -- for better and for worse. They are also changing the nature of how and when (and where) work gets done. However, a manager’s effectiveness depends not only on using e-mail and other electronic communication, but also on learning to shut it down.
We all know that frontline employees need more latitude to earn their customers' trust. We know we need to remove the red tape that prevents them from doing what's "right" for customers. But employees often lack the experience, judgment, and discipline necessary to achieve this without breaking the bank. The key to success in empowering frontline employees lies in giving them a framework within which to operate -- and feedback about how they are performing within that framework.