Overcoming common obstacles to telephone communication — A modern, zoned service center layout can play an important role in reducing distractions. Office furniture manufacturer Herman Miller, has researched office design in many fields including call centers. See the recommendations in the white paper, People-Focused Contact Centers.
Strategies for improving cooperation with other departments — Job shadowing is a powerful tool for breaking down barriers and developing positive relationships between individuals and departments. To learn more about job shadowing, see Manchester Metropolitan University’s excellent Job Shadowing Guidelines.
Identify personality types to deliver better service — Read this useful document from the Carlson Learning Company which provides insights on how managers and employees with different personality styles can work better together.
There’s real value in focusing on listening skills — Some of the best advice on listening comes from China. The symbol for listening is both beautiful and meaningful. Click the link to find a Listening with Heart mini-poster, which you may download and print.