Performance Management Leadership

The role of call center leaders in motivating their team is pivotal for driving overall performance and achieving business goals. By fostering a positive work environment, recognizing individual and team achievements, and providing opportunities for growth, leaders can boost morale and inspire agents to perform at their best. Motivated employees are more engaged, efficient, and committed to delivering high-quality customer service, directly impacting key performance indicators (KPI's) such as customer satisfaction and first call resolution rates.

In today's fast-paced business environment, call centers play a crucial role in maintaining a company's reputation and customer satisfaction. As a call center leader, you are the linchpin that ensures these critical interactions are managed effectively and efficiently. Your responsibilities encompass overseeing daily operations, monitoring performance metrics, and, most importantly, coaching and developing your agents to excel in their roles. Coaching is crucial for call center leaders as it directly impacts the performance and satisfaction of their teams.

This is a “how to” book for leaders in healthcare. Lessons learned from 30+ years as a nursing executive, an executive coach, and as an equestrian have been interwoven to describe what it takes for success as a leader for teams in healthcare and in horsemanship. The author sees similarities in both arenas.

Bénéfice secondaire, la joie n'est pas seulement le carburant principal du bonheur, c'est aussi un facteur de performance individuelle et collective. Le mot "travail" vient de tripalium, instrument de torture. Le travail est souvent valorisé par sa pénibilité : si on a bavé, c'est que c'est bien. À mille lieux de cette approche classique et même antique, Hervé Franceschi nous montre que la bonne humeur, la joie, l'humour ne se contentent pas d'alléger le pesant fardeau du travail plus ou moins contraint, ils ouvrent le chemin si recherché et méconnu d'une performance durable.

Expanding on The Core Protocols, this audiobook is a road map for anyone who wants to lead or participate fully in the greatest team experience of their lives. It is short and practical, focused on implementation and tactics for making changes to bring about effective results fast.

If no further changes are made, it will take 132 years to reach full gender parity across education, economic participation and opportunity, and political empowerment! When women learn how to be heard, true leadership with positive social and economic results is seen. They can balance assertiveness with care, management with team empowerment, and create a workplace environment that is inclusive, safe, and productive. The challenge for many female leaders isn't their leadership skills, it's finding their voice!

For decades people have been told the secret to success is a good education. But is it true? Many of the biggest names in the business world today never received a college degree. After much research and thought, Steve Lover concludes that confidence is the most important characteristic to determine success. However, even more important than developing your own confidence is the ability to ignite your employees’ confidence. The leader who knows how to do that creates a different kind of organization.

Elite sports have honed time-tested strategies for sustaining peak performance, consistency, and getting results without exhaustion. This practical and illuminating guide offers a fresh perspective on leadership, unleashing an empowering, harmonious approach that’s inspired by elite sports’ proven disciplines.

This is a story of my experience living in Costa Rica during the pandemic and observing what was happening around the world. We will cover my Change Management methodology Stop, Prepare, Act, which we will use to analyze changes that happened during the pandemic, but we will also practice using your real-life example.

Despite your efforts to inspire, it seems like they just can’t meet their numbers. Which causes you to fall short of your goals. What if there was an easy solution that not only motivates your team, but also encourages and nurtures their future with your company? For the first time, Lisa Shumpert, a highly accomplished and strategic senior corporate officer, shares her secrets on empowering teams from her thirty-five years of global cross-industry human resources experience.

Enhanced Corporate Performance is the final book in the three-book Enhanced Series that focuses on the creation and use of a Corporate Framework called the Enhanced Corporate Framework. The book shows step by step how this framework and the Enhanced Corporate Plan can be utilized to create an efficient business model that will increase profitability and allow the organization to scale.

Learn how to enhance workforce performance, strengthen workforce retention, and better your leadership by cultivating and expanding on your company's culture with The Power of Company Culture.

Middle management is hard. If you’re a middle manager, you already know that, and you may be searching for all the help you can get to become more effective and successful in that role. In other words, to become an exceptional middle manager.

To perform better in any situation - in your career, hobbies, relationships, or in any facet of your life - it is critical to develop psychological skills, which, just like physical abilities, can be taught, learned, and practiced. Both as individuals and as groups, we can tone these psychological skills and use them to heighten awareness, foster talents and technical abilities, and reach peak performance. Mental preparedness and psychological awareness are the keys to thriving in any environment.

The US military in general, and its many elite organizations in particular, possesses a culture of high performance. Courage to Execute outlines the six basic principles that operate at the foundation of high performance, which include leadership, organization, communication, knowledge, experience, and discipline, known together as LOCKED. When all are practiced effectively, teamwork emerges. But the most elusive quality that's at the heart of all elite military teams, the element that organizations and businesses desire to perform more efficiently and effectively, is trust.

Kaizen is a Japanese philosophy that is responsible for driving the success of several organizations not just in Japan, but across the world. It explores simple, actionable, yet highly effective ideas that have the power to transform the destiny of your start-up. If you want to use the Japanese philosophy that is powering the results of several organizations all over the world, click on the “Buy Now” button to get your copy today!

Now including a discussion of critical success factors, as well as new chapters that focus on implementations issues and "how to sections" on finding your CSFs and brainstorming the performance measures that report progress within the CSFs, Key Performance Indicators, 2nd Edition will help you identify and track your organization's KPIs to ensure continued and increased success.

Welcome to the beginning of the journey...the transformation of your company from lackluster to dazzling. By the end of this audiobook, you will have a proven system to take your company anywhere. Whatever legacy you want to create - it’s yours. If you are going to spend a year or more in this business, you might as well make it into a business that energizes and inspires you. You just need to decide what you want, and we’ll show you how to build it.

Agile PM is a methodology to implement to get maximum business efficiency eliminating waste and reducing production costs. This is the most basic definition of agile. Scrum, in particular, is one of the most used agile frameworks. Initially, Scrum was born for software development projects, but it can now be applied also in innovative and more complex projects. Applying it, the work is completed and delivered in short cycles (called sprints) to keep the focus on development and continuous improvement of a product or service.

Accelerating Performance is not just another "warm and fuzzy" change management book - it's a practical, comprehensive, data-driven action plan for picking up the pace and achieving more. Cowritten by one of the authors of Beyond Performance, this audiobook draws on a combination of empirical research and decades of experience advising global companies to show you how to reduce time to value by building and changing momentum more quickly than your competitors.