Essays
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"Call Monitoring: The Key to Call Center Success" |
In this essay, Universal Training Principles John C. Doyle and Mary D. Carolan highlight how a building block to customer service like call monitoring can be transformed from a subjective program yielding unpredictable results into a win-win proposition. This essay outlines establishing quality standards for evaluation, calibrating call monitoring, implementing the call monitoring program, and evaluating the program.
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What are 10 common "truths" about achieving a solid performance improvement effort? |
In this essay, Universal Training Principals John C. Doyle and Mary D. Carolan examine 10 factors that play an important role in the success of training or performance improvement initiatives within organizations. Indeed, the success of many engagements has been due as much to what has been done to pave the way as to the nature or content of the intervention itself.
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Link performance improvement initiatives to organizational goals. |
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Speak the language. |
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Commit with caution. |
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Recruit influential co-owners and enlist the support of multiple constituencies. |
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Publicize the involvement of others in the process. |
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Reject fads. |
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Make certain everyone understands that training is an ongoing process. |
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Keep the training simple and practical. |
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Respond rapidly to changes in the environment. |
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Build and sustain trust. |
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"Human Resources/ Training and Operations: Forging a Better Partnership" |
In this essay, Universal Training Principals John C. Doyle and Mary D. Carolan show how a company’s success depends upon the partnership between Operations and Human Resources/ Training. During the summer of 1998, Universal Training performed a qualitative telephone survey determining what both operations and human resources/training executives are experiencing.