Call Center Leadership

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Executive Call Center Leadership and Performance Management are a passion of mine…

You'll notice that I have several areas of interest on this site.  The main reason for this is because all of these topics are part of who I am and what my company Performance Connections, Inc is all about.  I focus in on my strengths and share that knowledge with my readers.  Since, my second job out of college, I've been involved in the call center industry in some form or fashion, and this area shares resources and tools that have helped me become really effective.  I hope you enjoy! 

Ever since I've been in this industry (since 1990) I've noticed that true call center leadership and effective performance management is not prevalent.  

As with any industry, the competent and the achievers get promoted quickest.  This is a good thing, however it creates two challenges. 

1. You are hard pressed to make leadership development stick – too much change;
2. Performance management takes on the start/stop, here today gone tomorrow – inconsistent application of results driven coaching.

I've created several sites that specifically address call center performance.  In fact, I have rolled out a video series that addresses call center issues and the solutions that help address them.  You Can See the details below:
 

Call Center Best Practices

This is an amazing site for anybody that considers themselves a Call Center Professional.

It is a membership site and includes over 23 years of Call Center Best Practices picked up along my career.  The feedback that has been received by many is that "this site continues to help them navigate the call center landscape and do it in such a way that everybody wins."

That is music to my ears!

I urge you to check out Call Center Best Practices.

Call Center Games

The recipe for success in the call center comes down to a few actions.  One of them is creating a positive, motivational environment. 

Call Center Games does just that.  In fact, this call center resource is a complete template tool kit of over 100 motivational templates you can use with your teams to create contests that drive achievement.

Learn more about Call Center Games by visiting the site… Call Center Games

Call Center Training

This is an incredible call center resource.  Over 15 modules that can be used as a complete call center training program or used to identify a specific improvement area. 

The results from using this call center training have been nothing short of amazing.

You really need to learn more about this call center training and even check out the awesome bonuses! 

Learn More… Call Center Training

Call Center Cafe

This site has been around since 2003 and provides hundreds of articles for the call center professional.

A day doesn't go by without positive feedback from this site.

I urge you to check it out and now that many of the known call center professionals are using this site to help answer questions.

Visit Call Center Cafe

So why am I qualified to offer tips and tactics on call center performance?

That is an easy answer.  I have a proven track record in the following areas:

• Call Center Performance Management;
• Business Development;
• Vendor Management;
• Vendor Selection;
• Relationship Management.

My credibility has been established through past performance.  I'm sure you've heard the phrase…"Past Performance Is The Best Predictor of Future Performance."

If you would like to learn more about my experience, then please visit my LinkedIn profile and connect with me or by requesting my resume through my Contact form.

Thanks!