 #3Problems can be gifts in disguise.  |
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What’s New!
Latest Book Review!
The Napkin, The Melon & The Monkey received a rave review from Erwin Steneker editor of Customer Service Point. The review appeared on his website and in the May 08 issue of his great newsletter. Check it out — and while you are there sign on to receive his newsletter.
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Call Center Managers and Supervisors Use The Napkin, The Melon & The Monkey to Make a Difference Every Day
Here is a list of 15 different ways call center managers and supervisors use the book to “Make a Difference” in their organizations.
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Subscribe to Barbara’s Make a Difference E-Newsletter: Tips & Tools for Service Professionals
This gem arrives in your mailbox full of empowering ideas for being happy and successful at work and in life. Geared to call center employees — managers, supervisors, front-line reps, and call center support staff who are interested in making their center an even better place to work.
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Agent Attrition Prevention Project
A new approach to solving an old problem
Alliance Data, one of the largest business process outsourcers in the US, is conducting an innovative training process for supervisors that focuses on improving the level of job satisfaction and engagement of their CSRs. The Make a Difference Supervisor Development program utilizes the fable book, The Napkin, the Melon & the Monkey, as the tool for the company’s 21 supervisors to use to create a stronger bond with their reps and improve key metrics.
The supervisors received their training in December 2007. Within a short time call center morale improved and controllable attrition began to decline. Besides a significant drop in turnover, the company expects to see an improvement in quarterly Employee Engagement Surveys, fewer attendance problems, and better call quality scores. For more information about the project and an update on results throughout 2008, contact Barbara.
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