http://callcentermanagementforum.com/ Call Center Management Forum Tag: management en Wed, 08 Sep 2010 09:56:27 +0000 http://callcentermanagementforum.com/topic/the-management-vision-or#post-165 Thu, 26 Aug 2010 05:16:01 +0000 kerryadelfred 165@http://callcentermanagementforum.com/ <p>hiii</p> <p>i m new in this forums and i just need a help in it<br /> and i wish that this site will response me well,,,</p> <p>________________________<br /> &quot;Want to get-on Google's first page and loads of traffic to your website? Hire a SEO Specialist from Ocean Groups <a href="http://oceangroups.org/"> seo pecialist </a><br /> &quot; </p> http://callcentermanagementforum.com/topic/the-management-vision-or#post-163 Wed, 25 Aug 2010 09:25:23 +0000 Boazdexter 163@http://callcentermanagementforum.com/ <p>Hello,</p> <p>I m Boazdexter. Today I use this forum first. I learn very much from your forum. Please give me more guidance related to this topic only. I am very happy after using this forum.</p> <p>Thank You.</p> <p>________________________________________<br /> Want to get-on Google's first page and loads of traffic to your website? Hire a SEO Specialist from Ocean Groups <a href="http://oceangroups.org/"> seo pecialist </a> </p> http://callcentermanagementforum.com/topic/management-development-some-of-the-first-steps#post-162 Wed, 25 Aug 2010 08:57:36 +0000 Boazdexter 162@http://callcentermanagementforum.com/ <p>hiii</p> <p>i m new in this forums and i just need a help in it<br /> and i wish that this site will response me well,,,</p> <p>________________________<br /> &quot;Want to get-on Google's first page and loads of traffic to your website? Hire a SEO Specialist from Ocean Groups <a href="http://oceangroups.org/"> seo pecialist </a><br /> &quot; </p> http://callcentermanagementforum.com/topic/management-tools-in-contact-centers#post-130 Sun, 07 Feb 2010 16:37:06 +0000 rsharma 130@http://callcentermanagementforum.com/ <p>It is safe to say that Call Centers live and die by the kind of reporting and management tools they have access to. Without these tools, running a Call Center is like flying a plane without the instrument panel. Not only does the Call Center manager need access to real time data but she also needs the ability to produce reports from historical data. We at 3CLogic (http://www.3clogic.com) give Call Center managers two distinct views into how her Call Center is functioning. We have a dashboard that is similar to a car's dashboard that gives a 360 degree view of how the Call Center is functioning in real time. It displays how many agents are logged in, how many agents are on active calls, how many agents are in the process of finalizing or disposing off the call, agents' performance against key performance metrics such as number of sales, number of live connects to name a few. Additionally, the Call Center manager has access to all the historical data from which she can generate any kind of reports that she needs to present to her management. Both the dashboard and the historical data can be viewed and formatted for presentation with a matter of few clicks. Check out <a href="http://www.3clogic.com/screen_shot.html#images/R2.png" rel="nofollow">http://www.3clogic.com/screen_shot.html#images/R2.png</a> to see screen shots of such reporting tools. </p> http://callcentermanagementforum.com/topic/management-development-some-of-the-first-steps#post-115 Thu, 03 Dec 2009 10:42:16 +0000 olivia751 115@http://callcentermanagementforum.com/ <p>Hello,</p> <p> Nice post i got here that i was searched very long time. very useful tips i got here for management development. thanks for posting here.</p> <p>Regards,<br /> Olivia</p> <p><a href="http://www.jimclemmer.com">Leadership Development Training</a> </p> http://callcentermanagementforum.com/topic/leadership-amp-management-training#post-105 Sun, 27 Sep 2009 11:32:32 +0000 HRSarah 105@http://callcentermanagementforum.com/ <p>Hi guys,</p> <p>For me the hardest thing is always finding the &quot;value for money&quot;, it's hard to find time to do training, so when it happens it got to be GOOD!!! Finding the right trainers is the hardest thing around, often we try to speak with other clients that have used the trainers/the company we looking at doing training for us.</p> <p>Enjoy the weekend!<br /> Sarah </p> http://callcentermanagementforum.com/topic/leadership-amp-management-training#post-102 Sat, 19 Sep 2009 17:53:47 +0000 Juugler 102@http://callcentermanagementforum.com/ <p>Thanks for the feedback guys! I didnt know Calcom, but as far as I can see they mainly work out of UK.</p> <p>Nelson, are you working for the Clemmer Group? Looks like a very interesting site and I really like some of the video's around &quot;Timeless Leadership Principles&quot;, thanks for the link!</p> <p>/Juugler </p> http://callcentermanagementforum.com/topic/leadership-amp-management-training#post-101 Sat, 19 Sep 2009 03:55:27 +0000 nelsonclassic 101@http://callcentermanagementforum.com/ <p>Hello,<br /> If problem is expenses then,I think most of the people will prefer leadership training,because now even in recession period most of the company and employs knows the importance of trained employes..<br /> Then you should start up with your project..<br /> ALL THE BEST!!</p> <p>Regards,<br /> Nelson</p> <p><a href="http://www.jimclemmer.com/">Leadership Development Workshop</a> </p> http://callcentermanagementforum.com/topic/leadership-amp-management-training#post-100 Fri, 18 Sep 2009 15:08:37 +0000 Mads Singers 100@http://callcentermanagementforum.com/ <p>Hi Nelson, and very welcome to the forum! ;)</p> <p>In my experience it's not to hard to find leadership trainers etc within the call centre enviroment, as there's also a high need for training inc. leadership, I think there's quite a lot of people out there doing training at the client's location. Of cause this can be a expensive solution, however I think most company's have realized the benefit in investing in their leaders.</p> <p>Personaly I have had extremely good experience with a company called Calcom (http://www.calcomgroup.com/), both for leadership and other sorts of coaching and training.</p> <p>Kind Regards<br /> Mads </p> http://callcentermanagementforum.com/topic/leadership-amp-management-training#post-99 Fri, 18 Sep 2009 04:22:01 +0000 nelsonclassic 99@http://callcentermanagementforum.com/ <p>Hello friend,<br /> I am new to this forum,liked your forum ,so thought to reply.<br /> Well I also think the same that it will be a difficult task to do..The main difficulty is to get a trainer outside the company..because outsiders normally don't prefer any training classes..A lot of advertisement is needed for that and initially you have to give very good results of the trainers which you are training,then you will start getting more trainers..so you need to be very patient..<br /> I liked your idea,but it needs a lot of time..and of course patience..<br /> ALL THE BEST!!</p> <p>Regards,<br /> Nelson</p> <p><a href="http://www.jimclemmer.com/">Leadership Development Workshop</a> </p> http://callcentermanagementforum.com/topic/leadership-amp-management-training#post-91 Sun, 30 Aug 2009 12:11:05 +0000 Pete R 91@http://callcentermanagementforum.com/ <p>Training starts with mentoring, most of the basic's needs to come from within the current company resources and coaching is extremly important in driving development of new talent, in my opinion training should come in at a later stage as it's about taking thing from good -&gt; excellent.</p> <p>/Pete </p> http://callcentermanagementforum.com/topic/welcome-to-the-call-center-management-forum#post-74 Tue, 11 Aug 2009 20:21:05 +0000 HRSarah 74@http://callcentermanagementforum.com/ <p>Hello there! i'm wondering if there's anyone else with a HR perspective of call center management in here?</p> <p>Sarah </p> http://callcentermanagementforum.com/topic/welcome-to-the-call-center-management-forum#post-73 Sat, 08 Aug 2009 17:29:56 +0000 carstyle 73@http://callcentermanagementforum.com/ <p>I am pleased to be here! </p> http://callcentermanagementforum.com/topic/the-management-vision-or#post-72 Sat, 08 Aug 2009 15:19:34 +0000 Pete R 72@http://callcentermanagementforum.com/ <p>Hi Conor,</p> <p>In general most people advise managers to let their team's define their own vision, for myself however I really prefer to define my own targets for a time period. If I take over a new team, I might set up a 1 year plan for myself and the team, this is not to much about reaching this and that goal, but more around how I want to work with the team and how i'm planning to drive things forward. When this is done I try and develop a vision for the team around this.</p> <p>Enjoy! </p> http://callcentermanagementforum.com/topic/the-management-vision-or#post-61 Sun, 26 Jul 2009 12:52:10 +0000 carstyle 61@http://callcentermanagementforum.com/ <p>Hi all!</p> <p>I have just taken over a team and I'm really struggling getting my vision across, I have been leading smaller groups of people before, but about two months ago I took a position as manager for our online/web team, which have been a big challenge.<br /> I guess my question is if anyone have any suggestions on how to get through a &quot;new&quot; vision in a effective way?</p> <p>All help welcome!<br /> BR Conor </p> http://callcentermanagementforum.com/topic/management-development-some-of-the-first-steps#post-55 Thu, 23 Jul 2009 15:18:57 +0000 Pete R 55@http://callcentermanagementforum.com/ <p>Get networking, the earlier the better, the ability and foundation of making decisions are based on what you know! The more people you know and the more information there's getting to you, they more successful you will be in take decisions!</p> <p>/Pete </p> http://callcentermanagementforum.com/topic/welcome-to-the-call-center-management-forum#post-22 Sun, 05 Apr 2009 20:39:30 +0000 JohnQuinn 22@http://callcentermanagementforum.com/ <p>Im looking forward to see this forum grow, if you need a hand with anything let me know ;)</p> <p>John Quinn </p> http://callcentermanagementforum.com/topic/leadership-amp-management-training#post-21 Thu, 02 Apr 2009 16:42:56 +0000 Mads Singers 21@http://callcentermanagementforum.com/ <p>Hi Juugler,</p> <p>I think this is a hard one, I have worked in several large call centers and it's very cultural what they do although it's also usually based on the size of the company. </p> <p>Personally I have taken a lot of training outside the company's I have worked for and it brings a lot of value to me, as you meet a lot of people you don’t know, it's a fantastic chance to network. Although it can be quite expensive I usually spend then money and join at least one or two training sessions not related to my company every year as I really believe it's worth it.</p> <p>What about training where you work? Well see I used to do more training before I moved into leading people, but after that time seems to.. disappear, at least during normal working hours, but to be fair I have had a good bit of training, but personally I far better like a closer coaching style and I really value what mentoring can bring. It's usually important to me that it's someone working with something completely different that myself, as I’m not to happy have a mentor relation to someone I work for or work closely with, but I guess that depend on who you are.</p> <p>Kind Regards<br /> Mads Singers </p> http://callcentermanagementforum.com/topic/leadership-amp-management-training#post-20 Wed, 01 Apr 2009 16:41:25 +0000 Juugler 20@http://callcentermanagementforum.com/ <p>We're currently discussing management and leadership development and as it stands most people in out company have gotten all their &quot;Official&quot; training outside the company where they have been moved into management. How does it look for you? </p> <p>I'm kinda hoping to get more focus on bring external trainers in to do onsite training in our company and would expect it would be like that in many other places ? </p> http://callcentermanagementforum.com/topic/welcome-to-the-call-center-management-forum#post-19 Wed, 01 Apr 2009 16:36:15 +0000 Pete R 19@http://callcentermanagementforum.com/ <p>Thanks, I have never been one of the first to write on a forum and hope I can help give this one a big push, as I have been looking for something like this. </p> http://callcentermanagementforum.com/topic/management-development-some-of-the-first-steps#post-12 Sat, 28 Mar 2009 14:16:05 +0000 Juugler 12@http://callcentermanagementforum.com/ <p>Hi all,<br /> I think there's a lot more things that can be added to that list and for me networking and personal branding would be some of the main aspects and I don’t refer to high level branding, but more along the lines of people knowing who you are, both based on your skills and you individual &quot;branding&quot; ideas. </p> http://callcentermanagementforum.com/topic/welcome-to-the-call-center-management-forum#post-10 Fri, 27 Mar 2009 20:13:33 +0000 Gajol 10@http://callcentermanagementforum.com/ <p>Sounds good, looks like a promising forum, open management forums are hard to come by and this one look like a place for a call centre geek like myself ;)</p> <p>/Sam </p> http://callcentermanagementforum.com/topic/management-development-some-of-the-first-steps#post-8 Fri, 27 Mar 2009 20:08:25 +0000 Gajol 8@http://callcentermanagementforum.com/ <p>Hello all!<br /> I am usual working with management prospects etc on development, again when we spot them they have already learned a few things, but some of the best advise i have to them are usually some of the below:</p> <p>* Be proactive and show willingness to take on the tasks and projects that comes up!</p> <p>* Even though the job you have now might get boring etc, high performance is always a way to be noticed and one of the things usually looked at is current performance, if you cant even do the job you have today why should anyone hire you for a management position.</p> <p>* ALWAYS keep a positive attitude, you can still questions things in a proactive way, but being negative is one of the most likely reasons not to get picked for a promotion.</p> <p>* If you see a problem, provide solutions instead of just highlighting the issue. </p> <p>* Networking and a good relationship with your current colleagues is essential, interviews and people with influence in the decision usually ask around and if people give a negative picture of you, it's very hard to change that.</p> <p>* Ensure you work on your own performance and project, Make specific targets, measurement and following up on own performance and area's you can improve to show you have a structured way of targeting issues. It's not a problem to have a low performance or to have weaker area's, but it's a problem if you are not able to change or improve these.</p> <p>* Everything like training, presentations etc for you colleagues are always good ways to develop and learn new skills, never miss a chance to do that.</p> <p>* Take additional training courses and show initiative even in your own time for development.</p> <p>* Read, learning from experience is the best way, but learning from others saves you a lot of pain and you will learn from mistakes, making less of them only helps you along the way.</p> <p>* Mentors are one of the best ways of developing, remember, they are there to lead you, you must take the initiative and drive where you are going.</p> <p>There's probably a good few other things, but at least that a starter.</p> <p>/Sam </p> http://callcentermanagementforum.com/topic/welcome-to-the-call-center-management-forum#post-4 Fri, 27 Mar 2009 16:58:15 +0000 Mads Singers 4@http://callcentermanagementforum.com/ <p>Hi All,</p> <p>First of all welcome to the call center management forum, I hope you enjoy your time here and please join the debate as all imputs are very valuable.</p> <p>If anyone wants to participate in building up this new forum, you can either write here or sent me a direct message, all help is welcome!</p> <p>Kind Regards<br /> Mads Singers </p>