ModernJedi.com NLP “Keys To An Achievable Outcome” Goal Setting tool part 5
Set SMART Goals With Call Center Metrics
Article by Jeremy Smith
Contact center managers know they want to improve department performance but often have trouble turning those vague aspirations into concrete goals and action steps. The SMART goal system helps managers create concrete and effective plans to improve performance, and call center metrics are an integral part of the planning process.
Specific
Vague objectives like “Improve customer satisfaction” aren’t helpful. Why are your customers dissatisfied? They might be frustrated by long hold times, excessive transfers, the inability to get to a human operator easily, or a host of other issues. Talk to agents and customers to see where the problems lie and then create action plans to address those shortcomings. A specific goal of reducing hold time is easier to achieve than an ambiguous objective.
Measurable
Call center metrics help you chart your progress toward a goal, but the objective must be measurable. Say you’ve decided you need to reduce holding time. How much should it be reduced? If you have a measurable target like “Reduce hold time by 20%” you can easily track the changes in your department using software reporting solutions. If these times are not dropping or aren’t dropping fast enough, reevaluate your plan and make necessary changes.
Attainable
You have your destination, but you still need to chart a path to get there. Continuing with the example above, how will you reduce hold times? Will you hire more agents? Educate existing agents on how to handle callers more quickly? Direct customers toward online help systems to reduce caller traffic? Any of these can reduce these times, but you need to decide which will be most effective for your call center.
Realistic
An objective of “Eliminate hold time completely” is specific, can be measured with call center metrics, and is attainable by greatly increasing the number of agents. However it isn’t realistic. By staffing to meet your peak traffic, you will have agents sitting around doing nothing but collecting paychecks during slower periods. On the other hand, reducing the times by 1% is a trivial goal and won’t motivate anyone to work very hard. Create an objective that requires the contact center to stretch a little to reach, but is not impossible.
Timely
Goals without time limits never get reached. It’s too easy to put changes off until tomorrow. Putting a deadline on the project forces participants to adapt to the new system immediately. It allows the creation of milestones that can be tracked with call center metrics to ensure the department is on the right path.
In summary, the ambiguous goal of “Improve customer satisfaction” would be better stated as “Reduce average hold time by 20% within three months by hiring 20 more agents”. Track your progress with call center metrics to ensure your contact center is on the path to improvement.
About the Author
Author is a freelance copywriter. For more information about call center metrics, please visit http://www.inovasolutions.com.
www.acceleratorforsuccess.com Bill Covert talks about the Accelerator for Success system using the Dream Bar Cafe Principles.
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Goal Setting & Attainment
Article by Mcleese Overbo
Goal Setting & Attainment
I am sure that many of you are deep into the drama and excitement of the holiday season. There is so much to be done and so much to think about and consider that many can hardly think of anything else. However, when the excitement is over, our attention typically turns the closing of one year and the beginning of a new one.
This is a time typically reserved for reflection. We think back on the previous year, sometimes with a strong sense of accomplishment and sometimes with regrets for the things we didn’t do that we wanted to and the goals we set but didn’t accomplish. Sometimes we get so disgusted with ourselves for our lack of goal-directed behavior that we actually stop setting goals altogether.
Sometimes we are waiting for something to happen first. We wait to retire, for our children to leave home, or for there to be enough money in the savings account. While we are waiting, time is whizzing past us at an alarming rate. Before we know it, we end up at a place where we say, “Now I’m too old to do ________________ .” While we are waiting for certain life events to manifest, there are things we can still do to move ourselves forward toward our goals. Waiting is not the only option.
There are known techniques that will help you improve the odds of accomplishing your goals. What’s the difference between those who seem to breeze through their day accomplishing everything they set out to do and those who seem to wonder where the time went at the end of the day. We all have the same amount of time each day. What’s the secret?
First of all, you need to decide what it is you want to accomplish—the more specific you can be the better. We generally do not get too excited about the vague thought of losing weight but if we can say instead, I will lose 10 pounds by March 1, 2006 so I can fit back into a size 10 dress then there is more energy and impetus around that particular goal.
Next, you must decide, as Napoleon Hill says, “Do you have a burning desire to accomplish this goal?” Without truly possessing a burning desire, without passion to make it happen, we will often drift back into old behaviors that keep us plateaued at the same place we were the beginning of last year.
Once you’ve determined you have the burning desire, next you must ask if you have a good plan. Does your plan have a reasonable chance for success? Do you have deadlines for accomplishment? When you are trying to stop a certain behavior, do you spell out what you are going to do instead? Are the goals realistic? Are they measurable? Do you have the determination and unwavering resolve to follow through on your plan?
Sometimes there are things that sabotage our efforts. Typically, the things we do throughout our day are things that meet our needs. If we are trying to lose weight but continue to eat instead, we need to look at what benefits we gain from overeating. Often these are unconscious benefits that we really need to do some serious scrutiny to uncover. If the benefits we receive from our current behavior outweigh the benefits of making the change we desire, we will have a difficult time making the change without building in additional features to our plan that will make up for the benefits of the behavior we are giving up.
You need to develop systems to track and measure your progress. Many people require a visual representation of their progress to provide incentive to continue moving forward. You must develop a single-minded focus. You must avoid anything that threatens to pull you off your straight ahead direction toward your goals. You must prioritize and protect your time everyday.
The final thing that will be instrumental in achieving your goals in 2006 is to reprogram your nonconscious mind. There is a great deal of evidence that shows the neural programming of our nonconscious mind often gets in the way of us accomplishing our goals. These are the early messages that we picked up from those who were close to us when we were younger. We received messages that money was the root of all evil, that we didn’t deserve to be loved, that we were chubby and will stay that way, and that there is never enough time in a day. All those messages have formed neural pathways in our brain.
This means that when certain neurons fire, they trigger the firing of other neurons in the same pathway, which makes it extremely difficult to consciously change our behavior. The good news is that there is a way to reprogram the neural pathways so they will work for us instead of against us to accomplish our goals.
Through the processes of affirmations and visualization we have the ability to change this nonconscious programming. We must develop a mental movie of what life will look like once our goals are accomplished. Then, we must write out present tense affirmations of the belief systems we must have in place in order to accomplish our goals. If weight loss is your goal, for example, then your affirmations would sound like this: “I weigh 130 pounds and look and feel terrific. I eat only healthy food that nourishes my body. I enjoy exercising and the way my body feels while doing it and afterwards. I drink at least eight 8-oz. glasses of water each day.”
Reprogramming requires repetition of the affirmations and visualization daily and more often if you can make the time. With this added to all of the above goal setting steps, you will be well on your way to accomplishing your goals in 2006.
About the Author
For more infomation vist Derbyshire Accommodation or subscribe to Janice Lopey Lopexse’s Blog to keep up to date on the latest news

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Personal and Career Preparing Goal Setting – Develop Positive Career Goals
Article by Andre Martin
Profession preparing targets contribute to your ability to succeed. Yet, any time lots of people think of goals, these people focus on private objectives such as losing weight or even joining a gym. Nevertheless, it’s also critical to make environment profession organizing objectives a priority. Routines in which support on-the-job satisfaction can easily give rise to lowered tension, higher harmony among perform as well as family members demands, and also improved earnings.
Target your job planning objectives
It is always the perfect time to reassess your own professional dreams making resolutions that can shift a person nearer to achieving them. As an example, if you wish to be a director inside five-years, you may intend on seeking elevated duties within your present position or even getting a coach to supply assistance.
Along with focused goals, take a look at larger goals that may enhance your marketability and also improve your benefit in your employer. Ask yourself: What are my own flaws and the way may i boost?
Helpful profession organizing targets
Building understanding is a crucial profession resolution for almost any specialist. Schooling should not conclusion as soon as you have attained a diploma or perhaps level; you need to create a life time dedication to studying. Explore methods to increase your abilities by means of accreditation applications, instruction lessons, seminars and internet based courses. Additionally put aside time and energy to examine professional journals to stay together with the latest developments.
Devoting more hours to marketing routines is an additional beneficial quality. Your cable connections can help you get yourself a foot in the door on job opportunities and can provide career advice. In addition to looking for approaches to meet new people, make an active energy to stay in touch with those previously within your eliptical regarding contacts. You’ll ensure you have a help program in position in the event you deal with any specialist difficulties later on.
Taking on much more productive perform habits is another beneficial goal. Exactly how efficiently you handle your time and energy on the job can begin to play a huge role within your career success and satisfaction. Performance can assist you be noticeable as an employee and lower function anxiety. In the advancement plan, take into account signing that which you perform within a common 7 days to help you examine whether or not you’re emphasizing the appropriate focal points. Furthermore try to find approaches to get the maximum work hours. For instance, you could limit the time you may spend about emails to help you dedicate really your entire day to best projects.
Policy for good results
As soon as you have recognized your individual profession promises, you ought to develop a method for reaching these. Many individuals start the newest yr dedicated to their particular goals simply to give up all of them per month or even a couple of afterwards any time their own enthusiasm weakens. Following are a few tips which will help you stay inspired and finish your own goals efficiently:⢠Be realistic.If you wish to change to an additional career, for instance, ensure you have researched your alternatives carefully and possess the necessary skills to make such a shift. In any other case, you could set yourself up for failure. While it is alright to intention large along with your goals, be sure you are permitting yourself adequate some time and preparing.⢠Develop a plan.It’s an easy task to turn out to be discouraged through promises which seem excessively committed. Rather, describe your goals as well as program what you will do frequently to achieve them. Break up intricate objectives into specific actions products. As an example, if you wish to terrain a new job, key methods might include delivering several focused resumes every day, participating in one networking activity weekly and also arranging 2 informative job interviews every month.
When you’ve recognized targets inside your existing company, reveal people that have the manager. They can assist you to produce a job guide determining the actual methods needed to attain your promises. An official analysis of your beliefs, working style, and also strengths and weaknesses may better determine whether you are on course. Your boss may also point you to sources which may assistance your targets, including special coaching plans or classes.⢠Keep resolutions visible.In the event that they’re away from picture, they’re probably be from mind also. So be sure to take note of your goals and set the list in a frequently employed area of your workspace therefore you’ll end up being prompted of which everyday.⢠Become versatile.Recognize that almost everyone that has accomplished job success offers managed problems or even setbacks on the way. When confronted with challenging scenarios, try not to dwell on the unfavorable. Look for approaches to change the disappointments into studying activities and also change the resolutions accordingly.⢠Develop a support method.Permit colleagues and friends are conscious of the resolutions so they can help you stay inspired as well as centered on your time and energy. The greater encouragement you’ve got through other folks, the higher your chances of achievement.⢠Recognize the hard work.Pat your self on the back while you attain goals to be able to attaining your greatest profession objectives. If the primary objective is really a marketing, for example, compliment oneself with regard to learning a brand new skill crucial for advancement.
Creating a list of objectives and also frequently upgrading them ought to be important for all employees. Make certain although that when you take into account your goals you also clearly summarize the particular actions required to achieve these. After that develop a peak performance process to keep track. With the right point of view, preparing and also perseverance, you’ll place your self regarding specialist good results.
About the Author
Profession planning objectives bring about your ability to succeed. Yet, when lots of people consider goals, they will focus on private goals including reducing your weight or even signing up for the health club. However, it’s also essential to help to make environment profession organizing targets a priority. Activities which support on-the-job fulfillment may bring about lowered anxiety, greater harmony in between work as well as loved ones demands, as well as elevated earnings.
Lilli Thompson Sure App Engine is a great platform for building online games, but have you considered that it’s also a great platform for building game development tools? As social gaming platforms become more capable, developers are faced with increasingly complex art and design data. This session will discuss using App Engine, GWT, and WebGL to build tools that support game development and asset management.
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New Features for Police and Professional Flashlights
Article by Willy
Today’s law enforcement agencies can take advantage of the newest technological advances in many different ways. Not only can those who fight crime have access to devices that seem to come right out of James Bond spy movies, they can use equipment similar to what’s used on television’s CSI drama series.
Manufacturers of the latest in police gear have announced some surprising inventions that are now available, but perhaps still a little difficult to get. However, within a year these devices should be easily accessible, and within a few they may even be “standard issue” for many police departments.
Many seasoned police veterans may wonder what could possibly be new with regards to flashlights to make their job easier. Well, heavy duty flashlights and tactical LED flashlights used by police can now do more than shed light on a scene or a perpetrator.
Since LED police flashlights are the tool of choice in many areas, some companies have simply focused on making them even more dependable and sturdy than they already are. They’ve been dropping the flashlights from 30 feet to test durability, submerging them to check for an ability to stay waterproof, and timing not only the shining time, but the overall life time of the batteries. There are now dozens of suppliers of police flashlights that provide specific product specifications, including the wattage, lumens, scope of light, and hazardous condition defense.
As with any product, however, the best thing to do is to determine local and user needs and compare what’s available to what the budget may allow. Some tactical LED flashlight or heavy duty flashlights may cost as little at each, but some can go up to 0-not including battery chargers, holsters, clips for attaching to clothes or duty belts, or built-in extras.
The most important aspects of police flashlights would be ease of use and dependability, since they must continuously function under high-risk conditions. Certain LED models claim hundreds of hours of light use, convenient on/off buttons, and an almost indefinite life span.
Even though all offer consistent light without dimming, tactical LED flashlights can vary by size and weight. Some officers may prefer the lighter ones, while others may prefer the heavier, as they then can be used as a weapon. One department may wish to use only the high-intensity white LED light bulbs, while another city’s force may wish to utilize the advantages of colored bulbs for night vision, checking blood trails, or signaling.
It’s clear that different police departments, and even different officers within the same city, could face a range of dangerous situations. These call for specialty police flashlights. Almost every officer would be able to utilize a flashlight that can cut through smoke and offer adjustable beams of light, but there may not be as frequent a need for the more upgraded features on a regular basis.
There is a model that contains a pepper-spray canister, a flashlight that can detect metal (vibrating and flashing a red light when encountering metal), one that creates glow-in-the-dark patterns, and even styles which provide beacon or strobe-light effects. Plus, to further enhance weaponry, police flashlights are now providing laser-aiming devices, gun mounting capabilities, and shotguns hidden within the flashlights’ bodies.
A police department which is considering flashlight replacement should take advantage of the opportunity to upgrade; never before have so many features been available.
~John zhang, 2012
About the Author
Tactical LED flashlight
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