Welcome to the Uncommon Call Center blog.
I understand that call center management teams are "running around with their hair on fire" and that becoming overwhelmed by too much information is a great possibility. So, each time you visit, you'll find not only a bit of research, but also my opinion about how the research affects us. You'll notice that each blog is short and written in my personal tone - nothing too formal or academic, just a single dose of uncommon common sense. My hope is that it will meet a special need of yours and that you will keep returning. Please let me know if you would like me to research something special for you.
If you ever find yourself thinking, "Gosh, I can't even get to the 'must dos' now ... how am I ever going to address this topic?" I urge you to take a deep breath and focus on the important. I have been "preaching" the tyranny of the urgent for years. This lesson teaches us that the "urgent" often crowds out the "important" in our daily lives. While many things may appear urgent (especially in the call center) there are a limited number of "importants."
So, read these entries and act on some as "important" while tucking the others away as "future."
After all, just like Rome, the call center can't be built in a day.