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Management skills

27 January 2012
With the ever-growing need for more productivity, many call centres are constantly changing: processes, structures, and above all technology. This often increases fears among employees and sometimes anger. Jens Moeller discusses dealing with change in the workplace and employee resistance to change.
18 November 2011
There are many reasons for a change programme in your business, from a minor change to processes, to a wholesale change of culture. John Treace explains how to ensure your business avoids the potential pitfalls and enjoys a permanent and positive outcome. Time and again during organisation change he noticed the same problems, so he put together five steps that need to happen during any major business adjustment.
13 October 2011
Brilliant agents who are promoted to team leader sometimes struggle in their new role, which is de-motivating for them and problematic for you as manager. Simon Bailey examines the reasons behind this and offers some tips for giving newly promoted team leaders the best possible start.
08 August 2011
Many organisation managers are performing well below their potential due to the rising numbers of leaders who are notoriously poor at leading their people and building internal cultures to support their key focus and value proposition.

Innovation and leadership expert Cris Beswick argues that organisations should begin to tackle their leadership effectiveness issues.
01 August 2011
Grievances with line managers, or so called ‘Horrible Boss Syndrome’ is regularly cited as the main reason for resignations – often ahead of salary and promotion demands.

As new US comedy ‘Horrible Bosses’ is released in UK cinemas, Gareth Chick of Spring Partnerships, looks at what constitutes a ‘horrible boss’ and what employees can do to handle them.
25 July 2011
Just been promoted? If you're now a manager, it's important to be as effective as possible in your first 100 days. Garrette O'Keefe reveals the seven deady sins newly appointed bosses should avoid at all costs.

Starting in a new senior role is a highly pressurised time and it is crucial that bosses put in place a proper plan with clearly defined objectives for their first 100 days and beyond.
14 February 2011
Suzanne Whitworth shares her insight into the key competencies employers require contact centre managers to possess. There are five key areas employers are currently focusing on when recruiting contact centre managers.
08 January 2011
With a plethora of books available, all offering advice and tips on gaining business success, how do you know which ones are actually worth reading? Author Kevin Duncan investigates.
08 January 2011
The need to plan is common across all organisations and sectors. Katherine Woods explores some of the common challenges and lessons in strategic and project planning.
24 August 2010
Brad Parker shares his insight into the key competencies employers require contact centre managers to possess. These include stakeholder management, business improvement, cost control, staff engagement, and strategy and vision.
20 August 2010
It's time for a shake-up in how we discuss, identify and implement solutions to business problems if were to succeed organisationally, says Keith Roberts . He introduces the new concept of Syntegration.
18 February 2010
Everything looks stacked against the manager at the moment, many facing uncertain business prospects and intense cost pressures. Steve Macaulay and Sarah Cook visited two cost conscious hotels, with contrasting results.
06 January 2010
There are fears that the winter could see a resurgence in swine flu after the initial outbreak this summer. There are warnings that up to 50 per cent of staff could get swine flu and, as a result, be off work for up to four weeks. Matthew Vallance tells businesses that they need to be prepared.
21 December 2009
Businesses need to take the prevention of data leakage and theft more seriously in order to protect customers, says Phil Thompson . Just recently, T-mobile received a huge wake-up call, and will most likely receive a hefty penalty fine, for losing customers personal data which was stolen by a number of employees.
18 September 2009
Call centre security is a rapidly developing issue. Staff at all levels are under the spotlight because of the increase in data theft. Steve Bailey outlines a simple but effective way of keeping check.