01/11 2012

Posted in: Books and articles, Call center management, Communication Behaviors

It’s interesting to me how we can make ourselves believe anything we want to think just by changing our perspective on how we look at something.  I was talking with a client the other day about performance in their call … Continue Reading…

12/20 2011

Posted in: Call center management, Kimberly's Events

I’ll be in Orlando in April at the  Contact Center Association Conference.  This is a dynamic event designed just for contact  center leaders looking to stay up to date on what’s going on in the contact center world.  April 23 … Continue Reading…

12/19 2011

Posted in: Call center management, Coaching

I was reminded again today in a conversation about ensuring that we are coaching to behaviors instead of coaching to the numbers or stats that we receive.  Here’s what happens as front line leaders: You get A TON of reports … Continue Reading…

12/16 2011

Posted in: Call center management, Kimberly's Events

Whether you are a utility or not, you will gain great value from this webinar that I conducted yesterday on the topic of “Transforming the Role of CSR to Meet the Changing Needs of Your Business”.  This webinar was hosted … Continue Reading…

11/14 2011

Posted in: Call center management, Coaching

I had several conversations today centered around the subject of performance management.  It is of course a topic that is near and dear to my heart- especially the mentoring and motivating of employees because that is where change happens.  The … Continue Reading…