Archive for the ‘Management’ Category
Posted by Ted Hopton on January 14, 2008
Jay Minnucci, ICMI’s Vice President of Consulting Services, is one of the foremost experts on call centers anywhere, so I always make sure to read any articles he’s written. This one, The Key to Innovation Is Maintaining Your Strengths, in ICMI’s Customer Management Insight (CMI), offers up a new concept to add to your business continuity planning (I know that sounds boring, but read on!): “strength maintenance.”
All forms of contingency planning for quick-strike events are critical to business success. It’s not easy, and truth be told, many managers either don’t have the necessary plans in place or readily admit that they are not as robust as they should be. But at least there is an awareness of the risk. Erosion is much more mysterious and less often discussed, but it’s every bit as dangerous as a service disruption from a disaster. A strength maintenance program helps to highlight your success and ensure that it remains a strength in the future. Without having to worry about taking “two steps back,” any positive change from innovation will then truly leave you one step ahead.
call center management
Posted in Call Center Management, Call Centers, ICMI, ICMI Consulting, ICMI's CMI, Management, Strategy | Tagged: business development, Call Centers, ICMI, ICMI Consulting, Jay Minnucci, Management, Strategy | Leave a Comment »
Posted by Ted Hopton on January 14, 2008
A lot of companies talk about being an employer of choice, but as competition for talent heats to a boil, executives have to do more than give the concept lip service. Many good companies with good strategies often fail to hit their targets because they don’t have the people they need.
This is an interesting article based on an interview with INSEAD Affiliate Professor of Organisational Behaviour, Stewart Black. Here’s one of his main points:
Black says there are measurable things corporate executives can do to attract and keep the best people. Borrowing a phrase from customer satisfaction analysis, he calls these “value propositions” and lists four main categories: leadership, company, job and rewards.
There’s certainly not a lot that is new here, but it’s a pretty good summary of some key points that reflect current thinking about the employer-employee relationship today.
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Posted in Management | Tagged: Leadership, Management, Strategy | Leave a Comment »
Posted by Ted Hopton on January 14, 2008
Managers today juggle more responsibilities than ever and for many of them networking becomes an afterthought. That’s a potentially fatal career mistake. Managers who neglect to build their networks risk failing or remaining stuck in middle management.
I highly recommend this article! Written by Herminia Ibarra, INSEAD Professor of Organisational Behaviour, it’s a good examination of the value of networking and it breaks networking down into 3 types so you can understand the differences. Good insights, good advice — compelling reading if you care about your career. Here’s more: Read the rest of this entry »
Posted in Career, Management, Networking | Tagged: Career, Management, Networking | Leave a Comment »
Posted by Ted Hopton on January 14, 2008
Old-time sales pros always believed in the importance of face-to-face contact. Now new media is making that contact easier than ever. Emphasis on socialization is growing for digital media, including social media such as such as blogs, wikis and social networks.
eMarketer’s article, “Business Gets Social,” has useful stats, insights from several people studying social media, and it’s a hot topic, worth keeping up on.
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Posted in Career, Management, Networking, Web 2.0 | Tagged: Marketing, Networking, Sales, Web 2.0 | Leave a Comment »
Posted by Ted Hopton on January 13, 2008
Maybe employees aren’t always the problem. Sometimes it’s the person in charge.
Take a look in the mirror, or better yet, take a look at this article and honestly answer the questions it poses. For more fun, think about how it applies to your boss, and those you have had in the past.
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Posted in Management | Tagged: Career, Leadership, Management | Leave a Comment »
