A Brief bio of Darlene D. RichardDarlene Richard specialises in reviewing and improving telephony-based sales and service channels. She has over 25 years practical experience building, managing and consulting with organisations dependent upon non face-to-face business helping them produce results that are effective, business smart and most of all, people practical.
She's an educator and frequent speaker on relationship marketing and call centre sensibility. Read more about her new book, The Customer Response Management Handbook and order it on-line today at www.callcentres.net
Articles :
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- It's A Wonderful Life With A Phone! (New)
- It's Not Phone Sex! Telemarketing to Men (New)
- Beware: Phone Branding In Progress (New)
- Steps 1 and 2 (of 5) to Establish Benchmarks
- Step 3 to Establish Your Own Benchmarks
- Step 4 and 5 to Establish Your Own Benchmarks
- Commonly Asked Questions for Leaders – Benchmarking
- Commonly Asked Questions for Leaders – Today: Loyalty
- Benchmark Cost & Profit Centre Measures
- Outbound Future & New Legislation
- More From the USA - Do Not Call Me!
- What’s Different About Leading Today? Transformation
- What’s Different About Leading Today? Tradition
- What's Different About Leading Today Trophies
- What's Different About Leading Today Training
- What's Different About Leading Today: Touch
- What's Different About Leading Today: Temperament
- What's Different About Leading Today: Time
- What's different about leading today : Technology
- What's different about leading today : Trust
- What's different about leading today? Truth
- Leadership Perspective: What's Different About Leading Today?
- Leadership Perspective: Training & Mentoring Leaders
- Leadership Perspective: People
- Leadership Perspective: Approach to Time & Money
- Leadership Perspective : Health & Fitness
- Leadership Perspective: Team Building Skills
- Leadership Perspective - 10 Key Technical Issues
- Leadership Perspective - Attitude
- Leadership Perspective: Track Record Requirements
- Leadership Perspective: Hands-On Experience - A Must
- Leadership Perspective: The Renaissance Quality
- Leadership Perspective: Criteria for Recruitment & Selection of Effective Contact Centre Leaders
- Leadership Perspective: One more Installment on Values in Leadership
- Leadership Perspective: Stressed Values in Leadership
- Leadership Perspective: Values in Leadership
- Leadership Perspective: Upon Returning to OZ from 10 Weeks in USA
- Correlation between leadership styles & effect on climate
- Need is great and growing
- For best results, leaders affect climate - the the bottom line
- How to mix & match styles for success
- 'The Coach' in the contact centre
- 'The Pacesetter' in the contact centre
- 'The Balancer' in the contact centre
- 'The Conductor' in the Contact Centre
- 'The Field Marshall' in the Contact Centre
- 'The Dictator' in the Contact Centre
- The Six Leadership Styles in Contact Centres
- Leadership is the Key to Success in Contact Centres
