CATEGORY: Management

Informative articles on the latest developments in management trends, to help you lead and inspire your employees to excel. RSS-Feed

How to Hire and Recruit for Call Centers & Customer Service

Posted by Jessica Miller-Merrell

call center women

With a greater focus being placed on customer service and a trend in slimming down to create a more efficient workplace, there has never been a more important time to recruit the right employees. Call centers and other customer service employees are critical to the success of any company. When dealing with customer-facing employees, a company will want to make sure it’s hiring smartly and efficiently.  Call center employees must possess certain qualities in order to be successful in a high-demanding phone-centric environment. Remaining Calm Under Pressure One of the key skills in a call center is the ability to remain calm under pressure and to be confident while communicating clearly. A call center employee is usually the first poin [...]
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Mastering Written Communication at Work

Posted by Eric Friedman

master written communication

In today’s workplace, effective communication makes all the difference in the world. Big and small companies are dedicating entire departments to making sure the inflow and outflow of communication is both accurate and representative of their company. Without being able to effectively communicate your business offerings, even though you might have the best product in the world, your business won’t survive. In order to help you master the art of written communication at work, we’ve come up with a few steps to follow. 1. Be Clear & Concise Work on being clear and concise when it comes to any form of written communication. You need to be able to impart information and instructions so that your employees will understand. If [...]
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The Telecommuting v. Working at the Office Debate – Which is Better?

Posted by Jessica Miller-Merrell

telecommuting working office

Following the announcement of Yahoo’s CEO Marissa Mayer to rid the company of telecommuting altogether, let’s talk about valid reasons and circumstances in which working from home could be more productive and efficient than working at the office. Who benefits the most from telecommuting versus working in the office? Analyses at Best Buy, British Telecom, Dow Chemical and many other companies have found that teleworkers are 35% to 45% more productive. American Express found that its teleworkers produced 43% more than their office-based counterparts. So which is better? The major debate about allowing workers to work from home versus in their office is based heavily on productivity levels. Most companies report higher levels of produ [...]
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5 Steps to Identify an Organizational Skills Gap, and Where to Begin

Posted by Jessica Miller-Merrell

organizational skills gap

As the workplace evolves, employees are being charged with learning new skills, developing old skills, and learning to be proficient in all areas across the board. Workplace efficiency could mean combining two jobs into one, even if a current employee lacks a certain skill, or expanding the job role of one individual to prevent a future hire. To stay on top in our changing world, skills testing allows employers to see where their employees stand in reference to specific skill sets. A recent report showed that a growing skills gap is the cause of many hiring woes and challenges faced by recruiters.  We’ll discuss how organizations can use workplace skills testing to help identify current employee and team skills gaps, so that manage [...]
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Challenge Accepted. How Skills Testing Motivates Your High Potential Employee

Posted by Eric Friedman

skills testing climbing wall

Taking a page from the popular sitcom How I Met Your Mother, Barney Stinsen never steps away from any challenge thrown his way.  His famous phrase, “Challenge accepted,” serves as a reminder that by pushing and motivating our employees, using triggers that they define as important, we can get the best out of our employees. By placing faith in our employees, we can drive them to become better employees through skills testing and training. Skills testing can be used not only to recruit good employees, but also to help retain talented workers who might be easily bored. According to Forbes, one of the reasons that that top talent leaves a company is because their company fails to offer great work. Good people want to be challenged. Wh [...]
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5 Ethical Hiring & Work Decisions That Can Save You Millions

Posted by Jessica Miller-Merrell

ethical decisions

With the average cost of employment litigation topping about $150,000, ethical hiring and employment decisions are not only essential to keep your workplace culture moving in a positive direction, but also to keep your company profitable and in the black. That figure doesn’t include preparing statements, negotiations, and representation. With costs in employment litigation lawsuits on the rise, it’s important that your company take steps to prevent being involved in a lawsuit. Here are five ethical hiring and work decisions managers can and must make to save their company millions and even billions over the long haul. Do Minimal Investigation. Checking references, calling on past employers, and verifying that the information on [...]
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The Elephant in the Office: The Skills Gap

Posted by Jessica Miller-Merrell

the elephant in the office

Human capital, a company’s largest asset and also expense, is the modern corporate chicken-and-egg dilemma.  While companies spend millions or even billions of dollars building an employer brand or recruiting to fill open positions, they are just filling a leaky bucket as good employees leave organizations, hurting company productivity and earnings more than ever before. The elephant in the office is a piece of your company’s retention plan you might not expect.  So, while HR is mandating employee focus group meetings and annual employee surveys, the skills gap problem quietly and yet obviously looms at your workplace.  Let’s train and develop our employees. This year, 75 percent of employees surveyed by Cornerstone OnDeman [...]
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5 Simple Ways to Improve Your Verbal Communication Skills

Posted by Jessica Miller-Merrell

communication issues

The deadline is quickly approaching and you want to get your hands on the report to ensure that all the numbers and data are in line, the analysis is on target, and that all the t’s are crossed and the i’s are dotted.  You are stressed in your job to the max.  You stop by your employee’s desk expecting to find her feverishly working on the last-minute details and edits, but instead notice that she is checking her Facebook newsfeed.  Fighting panic, you calmly ask her about the project.  Her response is your worst nightmare.  “You didn’t set a timeline on that, and I didn’t realize you meant you needed it now…” Whoa.  Did that just happen?  After you manage this crisis situation, it’s time to do a little self-re [...]
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