By Kim Vey on October 19, 2010
I’m currently doing research for a book on reward and recognition in call centres – what’s new, some fresh ideas, what motivates reps these days, etc and preliminary results show that 100% of the companies surveyed so far have some type of program. I thought it might be interesting to share some preliminary results with you today. […]
By Kim Vey on October 12, 2010
If you Google how long it takes to form a habit, you’ll get anything from 21 to 28 days, but there is no solid evidence on what the answer really is. We all agree though, that an acquired behavior pattern takes customary practice or usage – which in plain-speak means – do it every day […]
By Kim Vey on October 6, 2010
Call centers are now a mainstream tool for providing customer service to a very large audience. As a co-host of the Customer Service blog, I’m going to share some useful ideas about how to maximize the performance of your call centers. So what can I tell you about it? I hope to be able to […]
Carter McNamara of Authenticity Consulting, LLC, provides organizational development, consultant training and Action Learning services, and is developer of the Free Management Library. [Read more ...]