Articles about Management

Absence is a big problem across the industry.  It seems particularly acute on a Monday morning.  In some call centres up to 10% are absent at any one time.
Here are 16 tips to help manage the issue…

David MacLeod explores the benefits and drivers of employee engagement in the workplace and shares his top tips to help call centres inspire their agents to deliver great customer service.

One of the last taboos in call centres is the problem of absenteeism.  This can run as high as 15% or more on a Monday morning.  It is so sensitive that one call centre manager called it the “A Word”.
So with Monday being officially the ‘most depressing day of the year’, we asked for your advice [...]

When making redundancies, employers try to do so with the minimum cost and disruption to their operations. They often ignore the fact that the people left behind are, arguably, more important than those leaving.  Simon Rustom provides some advice on how to avoid ‘Survivor Syndrome’.

Here is an idea that still holds water…..The psychologist Fred Herzberg argued that it is possible to generate ‘movement’ (i.e. getting someone to do something) through what he called KITA management – Kick in the Ass.