Getting Your Team in the Zone

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By Glenn Pasch   At one of the press conferences at the Masters Golf Tournament, Lee Westwood, the round two leader, was asked if he was worried because Phil Mickelson had caught up to him.  He answered that he could only worry about the shots he hit.  This got me thinking about two different types of call center agents: those … Read More

Getting Your Team in the Zone

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By Glenn Pasch At one of the press conferences at the Masters Golf Tournament, Lee Westwood, the round two leader, was asked if he was worried because Phil Mickelson had caught up to him.  He answered that he could only worry about the shots he hit.  This got me thinking about two different types of call center agents: those that … Read More

5 Ways to Spot a Potential Leader

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By Les McKwown Not everyone has what it takes. Next time you’re sitting in a meeting, look for these five obvious signs of a great leader. As a leader, one of your key roles is to identify and develop potential future leaders. For me, the most telling environment in which to assess leadership potential is that old stand-by, the management … Read More