http://www.phonepro.org Mon, 23 Jun 2008 20:32:22 +0000 http://backend.userland.com/rss092 en A few months ago, a friend related a story to me about one of his employees while shaking his head in disbelief. My friend works in management at a local engineering firm and had recently hired a young man fresh out of college - he didn't have much experience, ... http://www.phonepro.org/who-are-these-generation-y-people-and-how-can-we-effectively-manage-them.html Growing up in Indianapolis, home of the Indy 500, I am a huge racing fan. It's an exciting sport full of big wins and clever strategies. Picture this: your favorite driver is a full lap ahead of the rest of the field. He (or she) is ... http://www.phonepro.org/the-race-to-recession-proof-your-business.html On my way home from work last night I decided to stop at Starbucks for a little early evening caffeine fix. I normally don't drink coffee that late in the day, but since I had to drive two kids to different sporting events after a full day at work, ... http://www.phonepro.org/please-holdwhile-we-learn-to-provide-better-customer-service.html It's 8:05am and I carefully pry myself out of my car, balancing a non-fat Venti Caramel Macchiato in one hand and briefcase in the other, while participating in a conference call with my boss and our Sales Director on my cell phone. Just as I walk into ... http://www.phonepro.org/tips-for-reducing-multitasking-madness.html The philosophy behind the phrase "Dress for Success" should extend beyond just the interview process. It's tempting once we land the job we want to relax our standards and get a little too comfortable in our clothing choices. But while people aren't supposed to judge a book by ... http://www.phonepro.org/too-casual-for-casual-friday.html Want to add some fun into the workplace while making sure that company or department standards are being met? It’s easy! How many of you have a standard greeting that staff is expect to use when they answer the phone? And how many of your staff is using it? ... http://www.phonepro.org/make-learning-fun.html The New York Times carried a small note of large interest to all of us in personnel management who are in contact with the public: "If one of your New Year's resolutions was 'I will be more patient', be warned: Customer Service Reps are not going to make ... http://www.phonepro.org/customer-rage-study.html As a trainer with PHONE PRO, I have been to many call center environments. Some of you might already be one of our many clients! If you are, then you have already been reaping the benefits of fun and humor in a training environment. When learning is ... http://www.phonepro.org/fun-in-the-workplaceno-way.html Imagine perusing the Sunday paper for job opportunities and running across this ad: "Seeking call center professional that is tired, bored, unenthusiastic, apathetic and conveys an overall disinterest during the greater part of the day." It is unlikely that you would open the classifieds and see this type of want ad, yet ... http://www.phonepro.org/CriticalImportanceofVoiceTone.html When you were little, remember the teacher saying, “Good Job!” And remember how you felt when your test came back with a BIG GOLD STAR? WOW! Recognition! It’s one of the most powerful motivators we have. Your employees may have certificates, trophies, and plaques all over their desks and walls. But why ... http://www.phonepro.org/GoldStarsAreFree.html