Thursday, January 28, 2010

Why it's so hard to resist tempation: Radio Lab's Story on Willpower and the Slacker Brain

The discussion of the relative weakness of the prefrontal cortex which governs willpower is a fascinating study and one with real implications for educators. Cognitive load is  easily maxed out and the first casualty is willpower?

Monday, January 25, 2010

Positive Interactions

Love this suggestion to make daily rituals out of praising employees, going for a walk with your spouse, sharing positive stories.

Must DO!!!

Thursday, January 07, 2010

Figuring Things Out

Nothing is as simple as we hope it will be.
- Jim Horning

Thinking about how to teach Call Center employees.

Knowledge -
  • Bus. Purpose,
  • mission
  • Brand
  • Who does What - LOBs lines of responsibility
  • What's Your Job?
  • Tools - you use to handle/ Triggers -> Send to Correct Resource.

  • Customer Service
  • Empathy
  • Professionalism
  • Ethics / Golden Rule

  • What's a PA, SPP, Sales Check Info, warranty, claim, case, escalation?
  • Cause / Effect Classification - Category / Reason