Business Management Information
Training and ROI (Return On Investment)
Statistics consistently reinforce that the biggest challenge in today?s contact center environment is agent training. Turnover continues to be high; new hire costs are on the rise--$6500 per agent! At the same time, losing customers because of bad call experiences negatively impacts your bottom line. What can you do? How do you justify the training expenditure?
Effective Meetings Begin With a Real Agenda
Everyone knows that an agenda is the key to an effective meeting. But an agenda
that consists of a list of nouns, such as budget, software, and picnic, is useless.
Here?s how to prepare a real agenda that puts you in control of the meeting.
The Power of ?Ask?
For Call Center managers, it is not a pipe dream to improve employee moral while increasing productivity. It may even come easy to some to find fresh, new ways to reduce performance problems. Sound like an advertisement for something unattainable? Perhaps try to engage, involve, and connect employees to their work by the power of ASK.
What are Your Best Practices?
Best Practices Studies
Partnering for Performance
?The difference between a boss and a leader: a boss says, ?Go!? ? a leader says, ?Let?s go!?? -E. M. Kelly
Organizational Capital in Politics, War, Sports and Business
Intangible Corporate Assets such as Organizational Capital, Blue Sky and Brand Name Capital, actually they all have a common thread in my opinion. Here are some thoughts on these issues. And first I would like to comment on a couple of UCLA, Anderson School of Business items which are of interest. And I must say these research pieces are somewhat cutting edge, in business management theory.
Five Reasons Why Leaders Fail to Create Successful Change
A bold title, don?t you think? I mean, change is a complex thing, so to define five reasons seems to oversimplify the issue.
Five Ways to Turn Resistance into Opportunity
Resistance. It isn?t something people cherish or enjoy encountering. We experience resistance everywhere at work:
Get Over Yourself
Let me tell you a secret.
Manage or Lead ? Why the Difference Matters and What to Do About That Difference
Many books have been written about managing people, and an equally large number have been written about leadership. Some use the words manage and lead interchangeably, and some talk about the differences between the words, building a distinction based on style or behaviors.
Creativity and Innovation Management :- Thought Leadership
Leadership is only sustainable when leaders consistently come up with good ideas ? when they are dependable thought leaders. It follows then that leaders would be more effective if they knew how to manage creativity and innovation.
Creativity and Innovation Management - Turning Ideas into Action
The phrase ?turning ideas into action? is a Russian doll.
Business Fails When We Do Not Talk
You may remember being told as a child, "Keep quiet!"
"Children should be seen, not heard," and "You talk
too much." You were a "good" kid if you kept quiet.
However, being quiet when you are little causes big
problems later in life.
The 10 Realities of Change
I've seen several articles that begin with lines like "the only constant today is change." I assert that change that is constant can't really be called change. It's simply a new reality. It's time that we accept that things simply don't stay the same and speed to change is the new reality of business. Like any other new reality it requires new responses.
Influencing Change - A Guide for Sellers, Coaches, and Supervisors
When people or groups make a decision to purchase something, they go through the same decision cycle that an individual goes through to decide upon a personal change, or an employee goes through to change behaviors at a boss?s insistence.
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RELATED ARTICLES
The Four Key Steps In Hiring And Keeping Top People
"When you hire the best, the rest is easy!" We have heard this phrase many times, but how do we put this concept into action? We know that hiring the best people is vital to the success of your business, especially for fast growing businesses. And certainly, your customers have high service expectations. So?how do you hire and keep top people? Let's start from the beginning.
Benefits of Virtual Assistance
A virtual assistant is an individual who provides business services to other professionals. They're considered virtual because they perform their services from a remote location. Communications with their clients take place through telephone, fax, email, and snail mail. As a business owner, you can save time, money, and energy by hiring a virtual assistant. Best of all, you'll have more time to do what you do best ? running a business!
Loyalty, Motivation And Work-Life Balance
Managers who aren't loyal to their people can't expect loyalty in return. Companies that complain about employee loyalty have usually done nothing to earn loyalty, often routinely lying to employees, demanding sacrifices that are never rewarded, shunting them aside and casting them off in the name of good business.
Empowering Others - Giving Them Some Control
It's been a pretty good weekend around the place - not done a lot, but I have done what I've wanted to do - and that makes the difference.
The How-Tos of Firing Incompetent Employees
CATEGORIES OF OFFENSES: Most organizations have two categories of offenses in their policies. One category is for flagrant actions which are cause for immediate termination. Cited as examples of such offenses were theft of company property, gross negligence, and being intoxicated on the job. The second category comprises all other offenses for which some prior notification to the employee is required. In these cases, there is a slow but steady accrual of chronic problems or offenses, no single one enough to cause a termination, but taken together making the decision unavoidable.
Allowing Employees Responsibility
Merely assigning a task with detailed instructions is not effective delegation. An employee cannot grow without the freedom to make decisions on how the job should be done. Managers must also be aware that only through the conjunction of responsibility and authority can the desired results be achieved. Additionally, a delegate must be held accountable for his or her actions.
How To Decrease Profits Without Really Trying
Hurting your sales efforts can be accomplished easily with the proper guidance. The following effective yet simple ideas are designed to generate results when implemented into your sales strategy.
Examining the Relationship Between Employee Satisfaction and Customer Satisfaction
Researchers have undertaken numerous studies to look at the connection between customer and employee satisfaction. A majority of these studies were able to uncover a correlation between employee satisfaction, customer satisfaction and profitability.
Your Appraisal System Can Be Better ? Overcome These Nine Serious Failings
This article is directed at senior managers. As a senior colleague you have the authority to make tremendous improvements. You can have maximum effect in improving your existing appraisal system or starting one that contributes to profits or other targets.
Resistance - How to Handle It
Do you ever meet with resistance from other people - I bet
you do! It might be a customer, a colleague, a member of
your team or even someone in your personal life. Dealing
with resistance or objections is one of the biggest
challenges faced by business people; so let's consider why
we get resistance and how we can handle it. I'm going to
talk about customer contacts but the same rules apply
whether it's a colleague or even someone in your personal
life.
Eliminate Performance Anxiety Forever
You've had many years of training in your craft as a performer, singer, actor etc. but if you still feel haunted by the ravages of Performance Anxiety your career may be in serious jeopardy.
10 Steps Towards A Stress-Free Introduction Into Management
Becoming a manager for the first time can be an unnerving and sometimes stressful experience. In many cases, organisations expect you to immediately jump into the role and begin to perform as if you have been there for years. Also, you may have been promoted "out of the blue" and as such have not taken part in any "succession planning" that would have prepared you for the management role.
Project Management - The Traveling Product Manager
Various studies ? and common sense ? indicate that involving customers increases the likelihood that your product will meet customer requirements (I hope these studies weren't funded with my tax dollars!)
Procrastination and JDI!
In a management role procrastination can seriously hold back progress and demotivate individuals and teams who, full of innovation and drive to move forward, get frustrated and confused when action is held up.
There are a number of steps that will help the procrastinating manager.
Firstly, recognise it is a good and reasonable defence mechanism, which relates to the things which might have occurred in the past. A hurried decision which might have had an unsatisfactory and upsetting result.
It is part of your character and maybe just a little too strong a behaviour for those who are around you. It can often be a great asset if you are surrounded by 'gung-ho' types who just go for things - there is value in caution and it is all relative!
Secondly. Get Real! Many of the 'Fear' writings, such as 'Feel the Fear and Do it Anyway' by Susan Jeffers and 'How to Stop Worrying and Start Living' by Dale Carnegie, extol the virtues of realistically assessing the potential downsides. Often, asking yourself 'What is the worst that could possibly happen here?', gets you able to see how unlikely your decision is to be life-threatening. So have a think and be realistic - then do it!
Third and finally, consider the effects of putting off decisions. How much harm does it do to the organisation, your nearby people and above all you, as decisions lie there at the back of your mind, unmade? The result is most often not the negative outcome that your worst fears suggest, but the subliminal worry that NOT having made the decision, i.e. it is still to be worried over, is often much, much worse when added up than the decision itself!
Using Outlook to Count Responses
Here's a productivity tip that will save you a lot of time and trouble if you need to collate responses from staff for any reason, especially if you work for an organisation with a lot of staff.
Organizational Techniques - Tickler and Chron File
One of the biggest problems we encounter in our consulting with businesses, and our students is time management and organizational techniques. This article will concentrate on some good organizational strategies. Two of the best organizational techniques I have found over the years are the Tickler File and the Chron File. This article will concentrate on how to use them everyday in your business.
Organizational Structure, Creativity, Innovation
Organizational structure can inhibit or foster creativity and innovation. The problem with organizational structure though, is that it is resultant of many factors, including history, organic growth, strategy, operational design, product diversity, logistics, marketing, client base, supplier base and so forth. Therefore, what managers need, are not recipes for complete structural change, but insights into the properties of fostering structures that can be adapted into the existing structure.
Dividing The Loot
It is when the going gets better, that the going gets tough. This enigmatic sentence bears explanation: when a firm is in dire straits, in the throes of a crisis, or is a loss maker ? conflicts between the shareholders (partners) are rare. When a company is in the start-up phase, conducting research and development and fighting for its continued, profitable survival in the midst of a massive investment cycle ? rarely will internal strife arise and threaten its existence. It is when the company turns a profit, when there is cash in the till ? that, typically, all manner of grievances, complaints and demands arise. The internecine conflicts are especially acute where the ownership is divided equally. It is more accentuated when one of the partners feels that he is contributing more to the business, either because of his unique talents or because of his professional experience, contacts or due to the size of his initial investments (and the other partner does not share his views).
Can You Sleep While The Wind Blows?
Let me repeat a story I heard many years ago that has stuck with me throughout my life. The lessons from this fable are many and have been applied to a variety of areas of my life. It recently popped into my mind again as I was thinking about the needs businesses have today for business continuity planning and disaster recovery contingencies.
How To Hire Superstars
Can a person's behavior and values really determine if they will be a future SuperStar for your company? If you knew the formula for hiring SuperStars and could cut your recruiting costs in half, would you start today? This article outlines three simple but critical steps for adding structure to your hiring process and raising your level of success.
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