Management Information


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.

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.

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.

What are Your Best Practices?


Best Practices StudiesThese studies can be defined as inquiries into the skills and methods of your high performers to recognize their achievements, document their methods and skills and then share this information with team members to improve overall performance. The responses generated from your study may hold the solutions to a variety of team challenges in the Call Center.

Partnering for Performance


"The difference between a boss and a leader: a boss says, 'Go!' - a leader says, 'Let's go!'" -E. M.

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.

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.Let me be clear.

Five Ways to Turn Resistance into Opportunity


Resistance. It isn't something people cherish or enjoy encountering.

Get Over Yourself


Let me tell you a secret.Things don't always go the way we want them to.

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.Managing the ideas to implementation process is important for at least two reasons:a) To make effective use of resources - investing in one idea uses resources that could be applied to another idea.

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.

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.

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.Until now, our communication rules have assumed that when we kindly or persuasively offer others good information that could solve problems and achieve successful results, or coach them toward making a much-needed change, or even just pitch a product they sorely need, we can expect a positive reception.

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MORE RESOURCES:
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Forbes

Management Tip: Calmness Counts
Forbes
Or to put it another, simpler way, as the old management saying goes, "People leave managers, not companies." It was a phenomenon I came upon repeatedly as I was researching my book The Type B Manager. Too much intensity can wear employees down ...



Wall Street Journal

Marriott Heads Hospitality and Leisure Companies in Management Top 250
Wall Street Journal
The Management Top 250 is based on the core principles of the late business guru Peter Drucker. Mr. Drucker influenced generations of business leaders with his writings, including a regular column in The Wall Street Journal. The ranking, first ...



The Right Infrastructure Management Can Help You Tackle Growth Before it Tackles You
CIO
From deploying new infrastructure that meets expanding workloads to training new employees, the demands caused by growth take up valuable time and resources they may not have. Implementing an easy-to-use, easy-to-learn infrastructure management ...



Tesla Loses Supply Management Chief as Exodus Worsens
Bloomberg
Liam O'Connor, vice president of global supply management, has resigned from the electric-car maker, said the people, who requested anonymity because the information hadn't been made public. Tesla representatives didn't immediately respond to a ...

and more »


Financial Post

Cracking the management secret: How an egg relates to corporate success
Financial Post
Those who travel often are all too familiar with less than appetizing airline food. Leading management thinker Henry Mintzberg attributes airlines' bad scrambled eggs to poor leadership – since the decisionmakers of the airline have not tried the food ...

and more »


Wall Street Journal

New Fund Firm Cuts Pay If Managers Don't Beat the Market
Wall Street Journal
Aperture also intends to use social-media and mobile platforms to turn its new managers into stars accessible to ordinary investors – borrowing a page from the playbook that helped turn managers like former Pacific Investment Management Co. investor ...
Wall Street vet looks to disrupt money-management bizCrain's New York Business
Generali and Peter Kraus Launch Aperture Investors, a New Asset Management Company Headquartered in New York ...Odessa American

all 29 news articles »


ZDNet

Microsoft's Windows Admin Center graphical management tool version 1809 is generally available
ZDNet
The newest release of Microsoft's Windows Admin Center graphical-management tool for Windows Server and Windows PCs -- the tool codenamed "Project Honolulu" -- is generally available as of today, September 20. Both Windows Admin Center 1809 and ...

and more »


Chartered Management Institute

You need to switch your change management thinking: here's how
Chartered Management Institute
“As an increasing number of people take on the role and mindset of the change management professional, [and] instead of striving to make innovation and improvement routine, they naturally encourage the treatment of change as something special,” writes ...



International Atomic Energy Agency

Various Approaches Showcased for the Safe and Secure Management of Disused Sealed Radioactive Sources
International Atomic Energy Agency
Each country is responsible for managing radioactive sources safely and securely, even after they have served their useful purpose. While limited resources may pose challenges in implementing some of the available management options, there is a wide ...



Mastercard, Inc. (MA) Management Presents at Autonomous Future of Commerce Symposium Conference (Transcript)
Seeking Alpha
And then moved back to the States to run the Mastercard Advisors business in North America and that for a couple of years, and then moved into the core of the business as part of the U.S region at the time working with merchants and acquirers, managing ...

and more »

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