At the Workplace Best Practices
A few extremely insightful articles – which are especially of notice related to the Non-Profits and Charities that I find myself involved with on an ongoing basis.
Do you REALLY want innovation in your business? … how-to to cultivate innovation, instead of stifling it
“If you want to be innovative, just banish that ‘let's not reinvent the wheel’ phrase from your vocabulary right now. … Learn to approach your enthusiastic change-proposer with a debate model. … With the benefit of your wisdom and their energy, you just may wind up with an innovative new idea that works.”
10 immutable laws of mistakes
“Mistakes are inevitable. But as Allan Norton explains, certain laws govern how we deal with them, learn from them, conceal them, and even profit from them.”
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Focus on Call Center Metrics that Matter
The
concepts presented by this article could be applied to other situations where support is provided over the phone and/or over the Internet on an ongoing basis.
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Leadership Manual (orientation, governing documents)
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Style Guide (branding, image, logo, communication preferences)
Business Continuity or Crisis Manual (emergency prep, stored off-site)
Personnel Manual (HR handbook)
Procedures Manual (how-to processes and steps for administration by staff and/or committees).
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