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Staffing Your New, More Effective Technical Support Team - part 2 |
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By Randy Miller, Director of Services, Journyx
In my last article, I discussed the mechanics involved in designing a new and improved technical support team. This time, I am here to tell you that if you successfully execute all of those mechanics but fail at staffing, you will fail in the end. Hiring and maintaining the best possible staff is the most crucial part of improving technical support. Here are some tips and suggestions on how to do it effectively. |
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Thinking Like an Athlete at Work |
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Even if your idea of working out is watching ESPN without a remote, you can still train to be a top competitor in the office. Here are five strategies winning athletes use to get their game on that you can use on the job. No matter what event you're in, following these strategies will improve
your mental game and help make you a champion! |
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Writer's Block Nine Reasons to Hire a Freelance Copywriter |
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by Allen Cox
When I was a Marketing Manager in a former career, our company executives sent every manager to a mandatory two-day class on business writing. I and many of my associates assumed it would be a waste of time and money; we could already write perfectly well, or so we thought. I quickly realized how much I didn't know about good writing. |
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Designing A New, More Effective Technical Support Team |
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When I inherited the tech support team at a software company seven years ago, we were hemorrhaging angry customers. Since my experience was in sales and retail management, I asked the CEO and VP of Sales what they wanted from the tech support team. They had two answers for me:
- I'm tired of getting yelled at by customers for lousy support.
- I'm tired of seeing salespeople do technical support instead of selling. |
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Leadership Training for New Managers: How to Go From Peer to Manager in 5 Easy Steps |
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You've always thought about being in charge. You always wanted to be in the position to make necessary changes and do things smarter.
Now, you just got promoted to manager and have the opportunity you always wanted.
Now what?
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Team Building: Getting together to Win |
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Before we talk about team building, we must have a fair idea of the word “Team”. Team is a collection of people, often from diverse but related groups, assigned to perform a well-defined function for an organization or a project. |
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What's Your Cat's Name? a Team-Building Exercise |
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Games are an ancient and fun way to get people interacting, even in stressful situations. At one of my seminars, an attendee, Susan Peters of BorgWarner PTC Shared Services, shared this technique that she and her colleagues had found very valuable.
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The Genius of Teamwork |
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True teamwork is the rarest, most exhilarating, and most productive human activity possible. Every business wants to harness this incredible energy, but achieving such a level of motivation and esprit is not always easy. |
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Try Managing Up |
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Along with managing your subordinates, for real success you also have to manage your boss. In other words, you have to "manage up." According to Thomas Zuber and Erika James, "managing up is the process of consciously working with your boss to obtain the best possible results for you, your boss and your organization. This is not political maneuvering or "kissing up." Rather, it is a deliberate effort to bring understanding and cooperation to a relationship between individuals who often have different perspectives." |
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How to Make Work Fun |
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Do you have fun at work? Is the culture of your company encourage employees having fun? Is encouraging fun at work smart business? At a department meeting we asked employees to fill out a survey that described the level of fun they were having at work. They reacted to our survey with frowns and puzzled looks. The survey results also showed that that many of my co-workers did not consider work as being fun. These results were disturbing to me and I started thinking about the relationship between work and fun. |
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Leadership Skills
