Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Article : 7 Ways to Develop Extraordinary Leaders Who Can Double Profits


How much easy would your life be if you could double your profits? You could finally say goodbye to the stress and frustration of chasing and working your tail off every month, couldn’t you?

In this article I share 7 ways to develop extraordinary leaders who can double profits over time based on the groundbreaking leadership research conducted by Dr. Jack Zenger and Dr. Joe Folkman that demonstrates the absolute necessity of developing extraordinary Call Center Managers and Team Leaders.

For those of you who haven’t heard of these renowned leadership experts, in 2003 Drs. Zenger and Folkman created Zenger Folkman which grew out of their ground-breaking research behind their best-selling book, The Extraordinary Leader: Turning Good Managers into Great Leaders.

Today, Zenger Folkman is at the forefront of leadership training programs for some of the world’s biggest companies, including General Mills, AT&T, and DIRECTV helping their leaders and organizations become extraordinary.

Over the course of their years of research some of the many things they’ve found is there is one factor that is consistent and predictable in its impact on the success of every business that is the quality of leadership within an organization.

In their white paper How Extraordinary Leaders Double Profits they address the evidence they’ve uncovered of relationship between leadership and business outcomes, and explore the likely reasons for that occurring.

Here are the 7 ways they found you can develop leaders who inspire people to perform at a higher level, and thus increase organizational productivity:

The 1st way is to create a Competency Model based on hard data and analysis, rather than the pooled opinions of a few executives. You must rely on a leadership development model that defines the competencies and leadership behaviors which will make a difference.

Next, you need to provide leaders with insightful awareness about how well they currently perform against this model to move them from where they are now to where you want them to go. They need to know where they’re starting from to illuminate their strengths and call their attention to any serious failings that detract from their performance.

The 3rd way is to make feedback motivational. Just telling them where they fall on a bell curve of performance measurements is virtually guaranteed to be demotivating and discouraging to 95% of people. Only those few at the very top will have positive feelings. Everyone else is deflated. But feedback can be enormously motivational when delivered in a caring and constructive way.

When the feedback emphasizes strengths, and when it is translated into specific actions, it becomes a positive experience and allows people to translate this new awareness into a self-development plan they are committed to.

The 4th way is to help them create personal development plans. Most people haven’t and probably won’t create a personal development plan without some support, and motivation and confidence increases when a practical and actionable plan is created.

The next way is after you’ve worked out a development plan with them, you need to provide appropriate skill development. Greater self awareness helps most leaders identify areas they can be far better in, which is most often in the skill of coaching.

As well, most leaders acknowledge that giving colleagues corrective feedback is something they postpone and duck. Others get a lot of benefit from presentation skills training, or developing greater comfort in the strategic thinking process.

And, this development doesn’t always need to be formal training conducted in a classroom. The perfect "classroom" to learn leadership skills is very often on-the-job coaching. For example, where else could be a better place to learn the skills of building relationships than on the floor with their team?

The 6th way is to involve the manager. Their research strongly points out the huge differences in the outcomes of any leader’s development process when the manager is intimately involved versus not being engaged.

Clearly the manager’s involvement greatly elevates the participant’s motivation, not to mention the practical contributions that the manager can make to their team member’s development efforts.

The last way is to create sustainment. As they point out in their paper - Leadership development isn’t a new concept. There are many approaches to developing leaders and each organization has to decide which process works best for them.

However, if there is a lack of follow up on a leadership program, basic principles will have to be repeated over and over again. New skills and behaviors rapidly drop off if there are no sustainment mechanisms in place.

To put it in statistical terms, 87% of what a person learns in a leadership program will be gone within 30 days if there is no follow up. There is no substitute for measurement and feedback, and there is an assortment of follow-up metrics and tools that work with customized leadership development as well as more traditional programs.

Now, these 7 ways of developing amazing leaders just don’t apply to Team Leaders either they also apply to Call Center Managers too!


About Marc Carriere:
With worldwide executive experience managing Call Centre teams that have won 3 Silver and 3 Gold ‘Ardy’ awards, consulting with businesses mentoring and coaching their Call Centre Leaders and having owned a call centre himself, Marc is well aware of the difficulties Call Centres face consistently meeting their monthly targets.

About Marketing Tactics Pty Ltd:
Company LogoI help level up Team Leaders fast.
Company RSS Feed   Company Facebook   Company YouTube   Company Profile Page

Today's Tip of the Day - Games Trainers Play

Read today's tip or listen to it on podcast.

Published: Wednesday, May 19, 2021

Printer Friendly Version Printer friendly version

2023 Buyers Guide Automated Call Distributors

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.


Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)

About us - in 60 seconds!

Submit Event

Upcoming Events

Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

Disco... Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =