• Coaching: An Accountability Tool

    Wednesday, 20 November 2013 Posted by: Bernard Durocher, VP Canadian and Offshore Operations

    We speak frequently about accountability within organizations. We acknowledge its positive impact on meeting individual and organizational goals. The ultimate sustainable competitive advantage is having a team well-equipped with the tools to complete their tasks, and this is driven via building knowledge and developing skills. What is the best approach to encourage a culture of accountability? Coaching. And the coach’s main tool? Open-ended questions.

    Tags: Business , Quality
  • People Engagement

    Tuesday, 2 July 2013 Posted by: Sue Robinson, General Manager Customer Strategy, Stellar Asia Pacific

    Call centres are by their very nature a people business; they connect people and provide solutions in real time. Strip away the complex systems, routing engines, knowledge management tools, CRMs and other technologies and at the heart of our industry is people. A call centre is therefore only as good as the people who work there.

    Tags: Business , Customer Experience
  • Myths about Business Transparency to Stop Believing NOW

    Thursday, 18 April 2013 Posted by: Amada Kuda, Marketing Manager, GGOB

    Competitors will get a hold of my secrets. Guess what? You have no secrets.

    Tags: Business
  • Investing in People

    Friday, 28 September 2012 Posted by: Len Suazo, Chief Financial Officer (North America)

    Why investing in your workforce is so important

    Tags: Business , Community , Customer Experience