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LEADING THE CHARGE: Leadership in the modern Contact Center

“It is better to lead from behind and to put others in front, especially when you celebrate victory when nice things occur. You take the front line when there is danger. Then people will appreciate your leadership”.  Nelson Mandela “Management is doing things right; leadership is doing the right things”. Peter Drucker  Leadership, the very word sendsRead more »

The power of listening

Courage is what it takes to stand up and speak; courage is also what it takes to sit down and listen.Winston Churchill There is no difference between persons from the last century and ourselves, at least when it comes to listening, given that where conversations are concerned the key is and always has been listening,Read more »

Proven Processes

Processes are the steps with which a company or organization operates. This series of steps establishes d how to prepare certain activities, so we can deliver results, services and products in a timely manner as well as who will be responsible of carrying them out. If we go back to the eighteenth century with the division of labor, Adam Smith became aware that once you divide activities into blocks of simple tasks, eachRead more »

10 tips for a job interview

We would like to share tips that will be useful to consider when attending a job interview. Every day we get people who say they are prepared for the position they wish to apply for, however, before attending  a job interview, you must be prepared so that  the interview is a success and even betterRead more »

The Growing Significance of Mexico as a Sourcing Destination

Accent and cultural gap of offshore locations are fast decreasing the appeal of outsourcing to countries half a globe away. Despite training, many offshore suppliers have been unsuccessful to overcome the language accent barrier, resulting in complaints of communication difficulties from customers. The accent barrier comes as a problem mostly with consumer products and whenRead more »

Avaya Delivers Social Media Solutions to Drive Superior Customer Experiences

BASKING RIDGE, N.J. — Avaya, a global provider of business communications and collaboration solutions and services, today introduced new services and capabilities to help businesses more effectively incorporate social media into their customer sales and service strategy. This announcement is part of Avaya’s launch of new contact center solutions to help businesses drive competitively differentiatedRead more »

Leadership secrets of the worlds most succesful CEOs 100 Top executives reveal the management strategies that made their companies great

HIGINIO SANCHEZ, CEO, “Start your day with a smile” “One of the things I have been doing for the past twenty years is to really listen to people,” says Higinio Sanchez. “Treat everyone you talk with-the security guard, the vice president of a company, your daughter-as important, because they are important. “I run a technologyRead more »