I was thinking this morning about how I learned to choose my reaction to difficult moments. The first step is pausing in the moment when you recognize you’re likely to react in a negative, angry or frustrated way and move to a mental and emotional distance to evaluate what happened and why you feel the […]
Moment of decision Read More »
It’s interesting to see people talk to one another and walk away with totally different understandings on the discussion. All heard the same words, same inflections, knew who was speaking but each has their own interpretation of what was intended by the words. I’m not talking about hidden intent but rather individual, unique perspectives or
Checking your communication Read More »
The phrase, Change Management, is used in a few different ways – changes to contracts, project changes, and change which directly impact people, employees. This posting is intended to talk about change related to its impact on people. As a method for sharing the thoughts and approach I’ll share how a closure of a facility
Change Management with people Read More »
I meet so many leaders who tend to feel overwhelmed every day and just don’t know how to get on top of their tasks. It is unfortunately true there is always more work to do than there are hours in a day, or in a week. There are two basic approaches to addressing the workload
Only So Many Hours in a day Read More »
There is so much personal growth and improvement material that focuses on how to live your best life, how to start your day with the most focus and energy, and essentially promoting the idea a person can build habits which enables them to live and work at 100% all day, every day. Nothing is further
One of the most challenging tasks for anyone working in a business role is keeping up with the mass of emails received. In recent years when most anyone sends an email they tend to copy more people than needed and Reply All is almost automatic. Pile a few of those over-copied messages and a couple
Planning staff using volume forecasting and labor assumptions is a critical skill to balance meeting service levels at the least cost possible.
Managing your time is a critical skill and based on how you think and what works for you individually. This is an approach which may be helpful in designing your own process.
Forecasting is a critical action for any business but particularly production operations such as contact centers. Performing this action is particularly challenging when there is a change in volumes due to seasonality, changes in the business, unexpected events, and automation of the work. As a result of the challenge, people responsible for forecasting often just
Volume Forecasting Read More »
INTRODUCTION Successfully managing a call center operation in one or more centers requires knowledge and capability in many skills. This information will focus on the capabilities needed as a Manager or Team Leader to achieve consistent, reliable success. It is important to first realize call center management requires a mindset which looks ahead (forecasting,
Daily Call Center Operations Read More »