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The power of positive asking  Apr 01, 2006 10:30 PM By Liz Kislik

Why won’t they give me the resources I need? They hired me to do a job, they give me all these goals, and then they won’t give me the staff/budget/IT/authority/fill-in-the-blank

What Makes Good Reps? What Makes Reps Good?  Mar 27, 2006 10:01 PM By Liz Kislik

Is it experience? Attitude? A warm and friendly voice? When it comes to determining what makes a contact center rep

Follow the service leader  Nov 01, 2005 10:30 PM By Liz Kislik

Customers should never have to work to get service. They shouldn’t be obligated to know their customer numbers or item numbers before they can enjoy the

Picking the right one  Jun 01, 2005 9:30 PM By Liz Kislik

In the previous column, we discussed best practices for finding and hiring the right employees, focusing on job applications and the interviewing process.

A hire authority  Apr 01, 2005 10:30 PM By Liz Kislik

Hiring the right person is the first step to successful employee retention. So although the day-to-day challenges and crises of running your business

Handling Shipping and Handling with Care  Aug 15, 2004 9:30 PM By Liz Kislik

Do you have a returns closet? I don’t mean somewhere in your catalog’s distribution center; I mean at home. If you don’t, you’re probably not ordering

Tell Them What’s Wrong  Oct 01, 2003 9:30 PM By Liz Kislik

YOU CAN’T EXPECT ANY WORKER to change an unsuccessful behavior unless you tell him what he’s doing wrong and how to fix it. But most people avoid giving

TAKE TWO  Aug 01, 2003 9:30 PM By Liz Kislik

When the holidays approach, you’ve got to ramp up, even during an economic downturn. Whether you prefer to put the pedal to the metal or to sit idling

Stop, Look, and Listen Up  Jul 01, 2003 9:30 PM By Liz Kislik

ANY HOPE FOR SUCCESS in cultivating employees’ resilience (see People, O+F March 2003) depends on everyday managerial behaviors as much as or more than

You Can’t Keep a Good Man Down  Mar 01, 2003 10:30 PM By Liz Kislik

IN THIS DEPRESSING JOB MARKET, I’ve met with numerous managers who are looking for advice, referrals, or sometimes just a pleasant conversation with someone

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