Last chance to join Call Center Week Philippines

We’ve recently sent you exclusive call center content researched and produced from the Call Center Philippines team. I do hope you had a chance to enjoy the articles.
For more in-depth information in this area, I invite you to join me at Call Center Week Philippines 2014, taking place 2 – 4 December 2014 in Manila.
Led by top industry experts, the event will show you how to drive change through robust talent management, improved customer services and value adding call center services.
>> Download the full event agenda for more information
Our expert speaker line up includes:

• Ronald Jones, Head of APAC Customer Services Operations & Workforce, eBay
• Steve Riddel, Chief Sales Officer of Blinds.com (and the #1 rated speaker of 120 speakers, Call Center Week US!)
• Marck Viardo, Site Manager, NRG Global Solutions
• Deo Antonio Morales, Area Manager, Allphones Philippines
• Rudyard Von de Leon, Director for the Asia Regional Operations Center, The Western Union Company

With keynote sessions, on-stage panels and in-depth roundtable discussions, this is a truly interactive event. PLUS you can benefit from the expertise of this top speaker line-up as they discuss topics including:

• Creating customer experience excellence though comprehensive training and delivery strategies
• Talent engagement through creating an inspirational and suitable workplace culture
• Embracing the future of call centers with topics ranging from social media integration, to harnessing global data via data analytics, dashboards, and digital signage.

AND, as a reader of the Tribune Post, you are entitled to a 10% discount off the event registration price. Just quote the discount code "CCPH_TP" when registering.
You can register online or you can call us on +65 6722 9388 or email enquiry@iqpc.com.sg.

“Let’s Talk About Career” Re launches October 18 on DZME 1530 Radyo Uno with New Anchors by Odessa Escaler

October 12, 2014 Manila Philippines – DZME, home of the top caliber national broadcasters of today in the Philippines is set to glare all the radio listeners starting October 18 as it re launches its much awaited radio show that tackles about the latest trend on career planning, recruitment, job opportunities and professional advancement anchored by no other than Engr.Grace Bondad Nicolas with Mr. Rod Magaru.

Entitled “Lets Talk About Career”, the radio show will discuss about career opportunities in general including the latest trends on finding the opportunities available left and right. The show will also include discussion on tips on how to win those powerful interviews, dressing up on the occasion and preparing to knock the panel discussion. The show will also discuss social media, lifestyle and events that all Filipinos specially job seekers will benefit. The show will also invite respectable and successful individuals who possess winning credentials in the marketplace including top elite professionals and personalities who followed their vision and learned key competencies while climbing the ladder of success.

Engr. Grace Bondad Nicolas is an entrepreneur, marketing professional and project manager for 11 years from different industries; Construction, Tourism, Online Gaming and Telecommunication who manages to send her advocacy across using different platforms as the columnist to 4 local newspapers that tackles things about careers in Business Process Outsourcing, Call Center, Network Planning and Optimization, Tourism and Lifestyle. She also have a segment twice a month under Youth Power Radio at DZME 1530 Radyo Uno entitled “Social Grace” with discussion about earning from digital marketing. She is also a public speaker and currently working as the marketing & branding head under the umbrella of Elabram Systems Group which is based in Malaysia with offices in Indonesia, Thailand and Philippines.

Mr. Rod Magaru is a successful finance professional that trains key finance people from various country offices in an organization. He is also the famous celebrity blogger that blogs and writes about lifestyle and entertainment. He is also a Social Media Manager and Brand Ambassador to different multinational companies promoting various campaigns of international and local brands. Both of them are successful in their respective profession and both top bloggers in their niches. The tandem will surely ignite the job seekers in rethinking their ways of preparation for job hunting and finding the career path that suits them. 

Lets Talk About Career airs every Saturday from 4pm to 5pm at DZME Radyo Uno 1530khz. For more information, contact careertalksDZME@gmail.com, Like our Facebook Page www.facebook.com/LetsTalkCareerDZME and follow us on twitter www.twitter.com/CareerTalksDZME

Leaders are made not born by Annie Bahwani

Leaders are made not born. One can learn from the wisdom coming from the parents, whether you like it or not, what we learned from them are the basis of our decisions, actions and even by answering difficult problems in life. Our parents molded us, they are the pillars of who we are today. One can gain the characteristics  by the experience we have at work or environment, by attending different leadership seminars or just by reading a book. One just needs to have the right mindset and skill to grasp what it takes to be one.

According to Colin Powell, former U.S. Secretary of State,

 "Effective leaders are made, not born, Powell said. They learn from trial and error, and from experience. When something fails, a true leader learns from the experience and puts it behind him. "You don't get reruns in life," he said. "Don't worry about what happened in the past."

"You know you're a good leader when people follow you out of curiosity."

Leadership involves

• Taking responsibility for the direction & actions of a team
• Being able to influence, direct and motivate others.
• Setting objectives.
• Organizing & motivating others.
• Taking the initiative
• Persevering when things are not working out.
• Taking a positive attitude to frustration/failure.
• Being flexible: prepared to adapt goals in the light of changing situations.

There are so many books about leadership. If you think you can influence one, try to influence more and there is a measurement to that and it’s called success in most negotiations. Being able to convince others is one characteristic of a leader, it means that you are credible, trustworthy, persevere and can motivate others in their decisions. 

Perceive yourself as a leader first before others  view you as one. If you don't have a confidence, try one step at the time to gain it. Stand up and do something that others are afraid to try.

How to become a leader

• Use initiative to act on opportunities. Become a leader before other people view you as one. If you are an employee, the boss can see you and can reward those who take the lead.
• Take responsibility for own objectives: set priorities and targets.
• Display a "can do" attitude even in demanding situations.. Try to solve problems, rather than to pass them on to other people. First answer is ‘yes, I’ll make it happen’.
• "Go the extra mile" when asked to do tasks. Go beyond your job description. Do work that gets you noticed. Don’t limit yourself. Be the brightest and reddish apple in the basket.
• Show enthusiasm: this will be noticed and you will eventually be rewarded.
• Take ownership of problems: anticipate potential problems, take pre-emptive action and act quickly to resolve problems.
• Introduce improvements to the way things are done.
• Develop innovative practices. Value innovative thinking.
• Learn new skills that will enhance capability.
• Common sense is not common!

Reading the content above gives you a glimpse and guidance to become a leader. One just needs to become confident but needs also to have the tools to back up the decisions and suggestions. A leader can detect another leaders and as what others say, we all wants to be in a company of leaders who can teach us more and lift us more for more success in life. Nobody likes a failure.

Enhancing employee performance and retaining talent in Philippine call centers

 To motivate and retain call center staff, managers have been experimenting with “fun” recreation & welfare initiatives like performance based competitions and company activities, however employee attrition remains worryingly high.

It’s clear a more nuanced approach is needed, one that adapts generic people management initiatives according to the specific personalities of your employees. But how can this be done? Download the free article below to find out:

Essential Advice for Managing Employee Personality Types Looking beyond the general Gen Y characteristics to understand each employees’ individual drivers Call center staff are notably transactional, but are financial incentives the ideal way to retain and motivate them? Questions to ask yourself about whether your generic employee motivation initiatives are working and how to adapt them

This complimentary article was researched and produced as part of the research process for Call Center Week Philippines, taking place in Manila 2 - 5 December 2014.


The forum will bring together call center leaders from Transcom, Acquire, Jetstar, DHL and Ebay among others to network and discuss specific challenges they are tackling in talent management, improving customer satisfaction and value adding call center services.
And if you have any questions regarding the article or the conference, please contact me on the details below.

P.S. The #1 rated speaker from Call Center Week in US will be flying in to Philippines to give a half day masterclass on boosting customer and employee experience. Don’t miss it!
P.P.S. Readers of Tribune Post are entitled to a 10% discount on the event price. Just quote the discount code CCPH_TP10 when registering. Email enquiry@iqpc.com.sg now.