“USE the Power of the Free
Market for Good not Evil”
Medium, Aug 14, 2019
Minimizing the risks in your agent’s lives doesn’t just entail keeping a safe work environment and promoting a healthy lifestyle. It also involves investing in impact programs that cushion them from financial shocks.
Contact Center Pipeline, Aug 7, 2019
After a year of getting warmed up, now it’s time to talk about that least safe of topics—morality and moral leadership in the contact center. If I asked you if there was a sense of right and wrong—morality—in your call center, what would you say? If I asked your agents, what would they say?
Medium, Aug 2, 2019
A high-paying job in the BPO sector makes a huge difference in pulling agents and their families out of poverty. But is that enough?
Medium, Jul 31, 2019
We’re getting better at measuring income, and what it means in our Agents’ lives. As we’ve learned this quarter, income is only one half of the poverty equation; the other half is consumption.
Medium, Jul 15, 2019
We don’t want to push learning on Agents because it make us look better than our competitors. We want Agents to learn because it benefits them and us over the long term.
The Good Men Project, Jul 14, 2019
I don’t know about you, but I’m pretty frustrated by clients, prospects and some contact center managers who think that the only reason agents are absent from work is because they are lazy. Not only is this conclusion frequently detached from the facts of what’s causing the absenteeism, but it also abrogates a level of responsibility on the part of management.
Avcomm Solutions, March 19, 2019
Medium, Oct 29, 2018
Because of her odd shift schedule, which started at 3 AM local time and coupled with the last jeepney arriving at her office at midnight, she was always at work at least 3 hours early. Sometimes, she would read or watch videos on YouTube during the three hours before her shift. But sometimes, she would go into the “quiet room” to sleep before her shift…
In talking to a few candidates, they kept saying something that, for whatever reason, really got under my skin. Every time we talked about their past successes, I kept hearing how many “seats” they sold here, or how many “seats” they were responsible for managing there, or how many total “seats” they had at their organization…
The fact is this: If the economics don’t work — “it” doesn’t work. What do we mean by “it”? It refers to most things in our lives. In the case I want to discuss today, the “it” is the BPO industry and its ability to radically and rapidly change an individual’s economic circumstances through delivering employment that pays someone a multiple of the income they could otherwise earn, instead of just a percentage gain.
The following six books are not strictly about Fair Trade Entrepreneurship. I define Fair Trade Entrepreneurship as a framework by which you govern your business dealings. It’s really nothing more than just applying the golden rule to the way that you conduct business.