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“Today, January 23rd, 2008  is my 50th Birthday!

I'm not even close to over the hill, I just reached Base Camp. Now I'm going to acclimate briefly, then on to the Summit! .

Success is a state of mind and a positive attitude will drive you to succeed.  If we think of every challenge as an opportunity we will be in a better state of mind and also in better control of our lives.  I could feel old and start thinking about retirement or I could think about the next new phase in my life.  I'm taking the upside and going for the top.  Opportunity prevails!

Every call into a help desk or contact center can be treated as an opportunity to make a good service impression, to meet a challenge when turning around a complaint, or simply to offer sincerely appreciated knowledge to one unable to resolve an issue.  If we think of things from an opportunity standpoint it will change the state of mind to one of success and delivering great service.  We cannot control the complaint or issue, but we can control our approach. Taking control of our reactive nature reduces stress and this increases the opportunity for success.

Please enjoy these sites describing ways to encourage success and tips to prevent you from de-motivating people:

• The Quality of Your Life is Dependant on the Quality of your Thoughts

• Peale Center for Positive Thinking - get the most out of every opportunity

• Stop Demotivating Me

• We talk a lot about motivation in the world of sales, so much so that a multi-million-pound industry has grown up around the concept of keeping employees – and especially sales staff – motivated. But what about the opposite – demotivation?

• Learn critical success factors for optimal help desk organization

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On a slightly different note:

I am passionate about psychology and leadership. Much of this stems from my love of and work in help desks and call centers.  In my opinion, some of the best unlicensed psychologists work in service and support centers.

Think about it - most people call to get the solution to their problem; they're emotional, mad, sad, frustrated, or really super p___d off.  The best individuals to handle these unpredictable callers are those with extraordinary people skills having the ability to be empathetic, calming and deliver the solution the caller needs.

See you at the Summit!

Recommended Reading

Job Openings

Cardiac Science is looking for four dynamic Sales Support Specialist to join their sales team in Bothell, Washington.  The positions are base salary with a bonus/commission structure.  Contact Cathleen Poissant on 425-246-6710 and tell her you read about the openings in eSharings.

Real Networks in Seattle will be posting a position for an IT Specialist in February.  Keep an eye on their website for more information.

The Washington Department of Social and Health Services has an opening for:

1. Social Services Provider Readiness Manager: Phase 1 Provider Readiness manager will transition to their permanent role after Phase 1 post-stabilization. We will be hiring a Social Services Provider Readiness Manager to partner with the readiness teams during the remainder of phase 1. This will allow time for significant knowledge transfer required of this role.

2. Readiness Coordinator: This position will support the readiness managers and leads of Communications, BPR/Transition Planning, Organizational Metrics, Training, and overall readiness. There are significant activities and events planned for 2008 and this position would be responsible for overall coordinator of these events.

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Job Candidates

There are three incredible Help Desk / Call Center Managers available for work.  Two are in Seattle and one is in Connecticut.  With respect to their privacy, their names and contact information is not included here but if you email solutions4u@hthts.com we will help you make contact.  They are not interested in relocating.

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