Often times when we think we are having a conversation with another person, what is occurring is more an illusion rather than a reality. To put it bluntly, we are often clueless to how the other person is receiving our message. So, how can you avoid falling into the “CLUELESS-ZONE?” Read more…
The French philosopher, Voltaire, stated – “Judge a man by his questions rather than his answers.” The art of compelling conversation is centered on one’s ability to understand, control and present proper questions. Although there are numerous publications on the subject of “asking questions” and there are many question techniques Read more…
Over the many years of my teaching compelling conversation skills, I have come to appreciate that an effective conversation is much like an inspiring song. We all have favorite songs that we enjoy listening to. if you have heard a cover to that song performed by a “less than” talented Read more…
I have worked in the Call Center space my entire 25 plus year career. I have witnessed and participated in the technology boom that has targeted the field over the years. Most technology has made a positive contribution, while other technology has brought doom upon the call center. Understanding what Read more…
The cause for stress in the call center seems obvious and yet very little is done about it. Either naivety, ignorance or plain voracity keeps form useful changes from happening. Recent studies reveal that 83% of call center agents are highly stressed with their job. Over my 20 plus years Read more…
I often get asked by people when they learn how long I have worked in the Call Center space, what is it about Call Centers that could possibly keep me engaged in that tough world of never ending stress? For me, the answer is easy. There isn’t another profession that Read more…
My primary objective of this article, is to warn and guide call centers through the shark infested “call center technology” waters. This article may not make me popular among technology providers however, I would hope that technology provides will take note and consider what I am sharing in this article Read more…
If you are currently in a call center leadership position or seeking to be in a call center leadership position, you MUST read this article! Most front-line call center agents I work with have a very strong desire to move “up” from their agent position into a leadership position. One Read more…
People often say to me when they first learn how long I have been working in the call center field, “you must have a very good therapist!” From their perspective, looking at a call center from the out-side-in, it would seem to be an impossible occupation. I would say to Read more…
If only people realized how critical their conversations are to their overall progress, prosperity and happiness; they would take learning the strategies and technique much more serious. I realized at an early age how essential compelling conversation was to my survival. As a boy growing up in a diverse inner-city Read more…
One of the great secrets to managing call center agents is how to motivate them. The turn-over rate in many call centers is much higher than most other “industries.” The cause remains an enigma, although the naivety of nearly all management, is wage. It seems like a simple solution, pay Read more…
I have now worked or toured call centers in nearly every state and many countries of the world. I have clearly targeted the 10 biggest mistakes I see when I work with struggling call center operation. I encourage you to give heed to this list. If you do not recognize Read more…
Is working in a call center a wise career move or simply a dead-end job no one really wants to do, or they do it anyway until something better comes along? I have been an advocate for the call center space all my adult life. My first job out of Read more…
We’ve all heard it before, “sticks and stones may break my bones – but words can never hurt me.” Maybe we get the meaning of this age-old saying, but it isn’t true – not by a long shot! Words do influence our emotions for better or for worse. Words are Read more…