HOW TO BE BETTER AT PICKING UP CLUES

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?” Here are 10 ideas to help you: 1. Pay Attention – listen to the TONES and WORDS of the other Read more…

QUESTIONS ARE KING

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 identified, in my opinion and in my work, I find that the first step to asking compelling questions is creating Read more…

THE MUSIC OF CONVERSATION

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 or under-skilled singer, you might say they trashed a perfect song or that it was nothing like the original. If Read more…

TECHNOLOGY GONE TOO FAR, DON’T MAKE THIS MISTAKE!

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 technology is appropriate for your operation must take calculated consideration, otherwise the technology you deploy in your call center will Read more…

5 PROVOKING REASONS WHY CALL CENTER AGENTS STRESS

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 of consulting call centers all over the world, I witness common challenges that contribute to the stress level of the Read more…

THE LAW OF CONNECTION

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 is better suited to develop a skill, talent or character that is noted by many experts as an essential principle Read more…

SWIMMING WITH THE TECH SHARKS

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 in regard to call center operations to improve their ways. My career working with call centers spans 30 years and Read more…

SO, YOU WANT TO BE A CALL CENTER MANAGER?

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 of the most discouraging experiences an agent can have is to be passed over for a leadership promotion especially when Read more…

DEALING WITH THE CALL CENTER GRIND

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 those people, you should check it out from the inside if you dare. Yes, I admit nearly every one of Read more…

THE POWER OF CONVERSATION

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 district in the 23rd largest metropolitan area in the country, I was approached by many individuals from the various social Read more…

MOTIVATING CALL CENTER AGENTS

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 more and you will attract competent talent that will stick around for a long time. I can tell you I Read more…

THE 10 BIGGEST MISTAKES MANAGING A CALL CENTER

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 any of these deficiencies in your operation, they could “bite” you in a very harmful way. First on the list Read more…

A CALL CENTER JOB – HERO OR ZERO?

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 high school was working in a small call center. Although, I was a pretty good communicator outside the job, it Read more…

THE MAGIC OF WORDS

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 indeed very powerful although, not as powerful as tones and intent; but powerful nonetheless. Understand that there are more than Read more…