Keep ’Em On Their Toes

Here are 10 ways to foster personal development in the call center:

1. Pay attention to performance. In the spirit of the adage “what gets measured gets done,” what you don’t notice fades away. This is true for people, and it’s true for the behaviors you want them to use. If you’re spending all your management time putting out fires, working with new people or riding hard on your “problem children” — as so many supervisors do — you’re probably neglecting the good people you count on to be reliable and consistent.