Thoughts from the Cliff Dweller

Two Phrases That Should Be Part of Every Call Center.

1) Do You Think or Do You Know? (Credit to M.S. November 2009)

I was challenged by a colleague of mine with this when I was trying (unsuccessfully mind you) to explain a certain situation in our Call Center.

All of us at some time need to explain a trend, or an action or an event. Challenge yourself and your team with “Do you think or do you know”.  Having data is powerful. 

2) Inspect What You Expect. (Credit to J.B. June 2007)

A peer of mine (he is actually smarter than I am, but we had similar titles so we qualified as peers - in my mind ;) struck me with this saying when he was coaching one of his managers. The conversation centered around the quality of his teams coaching sessions. The challenge to the Director was “OK, so you told them what you except in the coaching sessions, don’t take it for granted that they all got it, go back and check for yourself that they actually understood, inspect what you expect.”

Clive…

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