Motivation

Empathy and the invisible faceless contact centre people

Empathy is the single most important skill of customer care and the single hardest ability to learn.  How do you imbue your team with empathy? “I understand how you’re feeling.”  “Do you? Do you really?” Defined as the action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another of either the …

Pretraining and what eLearning can do for your business

Pretraining is a departure from standard HR practices which greatly enhances the recruitment process.  So how do you implement Pretraining for your business? Usually associated with Psychology, pretraining is training which takes place prior to another activity, specifically in advance of an experiment or test. When used in the context of HR it means to train someone before they are …

Exploration of the edges of our current understanding

Exploration is the action of exploring an unfamiliar area.  Yet is there really anywhere left to explore?  Oh yes there is you just haven’t gone there yet! Ever think, I’m bored?  As part of staving off “the boredom of repetition” we are encouraged to “try new things”. Yet given global transport, global knowledge and all the information in the world is …

Voting psychology and should you vote in business

Voting psychology or “voting behaviour” has an influence in business as much as politics.  So as a manager should you ever allow things go to a vote? Following the recent political elections globally it is evident that voting brings out the strongest of emotions in people. So how as a leader do you consider your team’s feedback and opinions without …

Within arm’s reach… how the best agents operate

“Within arm’s reach” is an expression meaning near (or not near) enough to reach by extending one’s arm.  For an agent what needs to be near? As a manager how can you enable your agents to achieve their very best?  How can you put everything within arm’s reach of your team?   In an increasing world of concern and security …

Equipped for the digital age – what does that even mean?

“Equipped for the digital age” is an RTE News article today, yet what does “equipped” mean.  This article goes through major points for all businesses but … The article can be found here on RTE News. The survey, conducted by Core Research among 1,000 people, was published today to mark Internet Day, hosted annually by IE Domain Registry, the company …

Level 5 Leadership an example of data analytics in action

Level 5 Leadership is a management review model proposed by James C. “Jim” Collins based on finding patterns in existing data from multiple success stories. What sense checks can you take as a manager from this work? Models help mangers to review their products, services, offerings and their management approaches in an objective and unemotional way. The model proposed by Jim …