by Glenn Pasch | Feb 10, 2010 | call center training, Customer Service, Improved Performance, Leadership Development, Management Training, Training
You just found out your boss is being replaced with someone from outside your company. There were rumors going around that your department was under performing and upper management was looking to shake up its leadership. Once you get past the initial thought of...
by Glenn Pasch | Feb 2, 2010 | call center training, Improved Performance, Leadership Development, Management Training, Seminars, Training, Uncategorized
In many industries, companies pride themselves on promoting managers internally. There are many benefits to grooming managers from within: They already know the systems, are comfortable in the environment, and have proven they want to work for the company. The...
by Glenn Pasch | Jan 23, 2010 | call center training, Improved Performance, Management Training
A few of us in the management training business were talking the other day and I was asked, “What do you think is the biggest reason why many training programs don’t stick?” Without hesitation, I said, “Follow up.” As a good friend of mine who used to work with me...
by Glenn Pasch | Dec 26, 2009 | Call Center, Customer Service, Improved Performance, Leadership Development, Leadership Training, Management Development, Management Training, Results, Sales, Training, Uncategorized
I have worked in many different sales centers over the last 16 years. In each case, it was very easy to see, within minutes, if the center was successful even before hearing a single call from a sales representative. Here are some vital questions you can ask yourself...
by Glenn Pasch | Oct 22, 2009 | Improved Performance, Leadership Development, Leadership Training, Management Development, Management Training, Retention, Training, Uncategorized
I just returned from the American Teleservices Association’s (ATA) convention in New Orleans where I had many discussions about issues facing the Call Center and Contact Center Industry. I will be writing about a few of these issues over my next few blogs. Topic:...
by Glenn Pasch | Jul 10, 2009 | call center training, Improved Performance, Results, Sales, Training
“As the economy soured and auto sales plummeted, GM closed plants and sent workers home to collect unemployment benefits. Toyota closed plants and sent workers into training programs to hone their skills…for a time when demand returns. Who will...
