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Helping Phone Reps Increase AOV  Mar 26, 2008 5:54 PM By Liz Kislik

You can do a few things to increase your average order value. But you

Giving FEEDBACK  Sep 01, 2007 9:30 PM By Liz Kislik

Why put yourself through the agony of giving performance feedback when 1) the problem really isn’t very bad, 2) she’s probably not going to change anyway,

Calling for a Contact Center Review  Mar 01, 2007 10:30 PM By Liz Kislik

Before the visions of sugarplums have danced completely away for another year, be certain to contemplate the performance of your contact center during the holiday season immediately past.

A new look at the org chart  Feb 01, 2007 10:30 PM By Liz Kislik

Remember when the big debate was whether an Internet-based business could be housed inside a traditional catalog business or division, whether it had

Teaching Supervisors Self-Management  Nov 28, 2006 10:48 PM By Liz Kislik

If self-management is so important, though, what can a manager do to help develop an inexperienced supervisor? In other words, can you help others learn to manage themselves so that they can go on to manage others? Remarkably, you can. The techniques you

Coping with change  Oct 01, 2006 9:30 PM By Liz Kislik

The more things change, the more they remain the same, as the saying goes. And that’s what most employees expect of corporate change initiatives. Employees

Supervisory Advisory  Sep 26, 2006 9:42 PM By Liz Kislik

How do most people learn to supervise? They repeat some version of what they saw an early boss, or teacher, or parent, or older sibling do. More often than you

Understaffed = Under the Gun  Jul 25, 2006 7:27 PM By Liz Kislik

Summer is a slow time for lots of businesses. But don

Claiming your inheritance  Jul 01, 2006 9:30 PM By Liz Kislik

I believe in giving people the benefit of the doubt. I also believe in facing difficulties as quickly as possible. Both of these beliefs can help you

Setting the Direction with New Employee Orientation  May 30, 2006 8:17 PM By Liz Kislik

New employees get up to speed faster and stay on the job longer if they successfully complete a comprehensive orientation program. Numerous studies come to this conclusion (you can find some of them at www.shrm.org). So why are so many orientation sessions dull, cursory, and formulaic?

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