Boost Your Productivity With These 6 Actionable Steps

Being productive in the workplace is a problem many of us face, but what can be done to increase our productivity tenfold and not experience burn-out?

Let’s  start with these six simple tips:

You can’t afford to waste time

The first step you should take is to avoid wasting time, the amount of opportunities you have during the day to plan and think things through is astonishing.

All those ‘pre-requisites’ and mundane tasks you have a each day. Showering, commuting to work are just two examples of thinking opportunities we have each day, don’t pass on them.

Look around, and see how people waste their time on gossip and other meaningless things, that time is lost but you can spend that precious time on the latest challenge on your to-do list. Never let time slip by worthlessly, you can’t afford it.

The time of the day matters more than you think

Different strokes for different folks.

If there was a ‘Problem-Solving 101’ class its first semester would be devoted to in-depth analysis of how it’s better to tackle different tasks during different times of the day.

For example, fairly small but immediate problems are best to be dealt with first thing in the morning, proverbially ‘knocking them out of the park’ as the day begins providing with the necessary warm-up as well as ‘space’ to handle the more complex issues uninterrupted.

In order to find out what works for you, test a bit. Try tackling different types of challenges during different times of the day and see what works for you.

Re-think your approach before sleep

According to a plethora of studies on the impact of sleep on the brain, sleep is used to make sense of what’s going on in our lives, as well as natural cataloguing and prioritising system for thoughts and memories.

With the above in mind  it’s only natural to implement re-thinking before going to sleep, as an effective problem-solving tactic. But don’t fall into the trap of mulling over something just before ‘hitting the sack’ as it’ll only increase the doubt and will be the cause for many sleepless nights.

Simply, re-think your approach and get some well deserved sleep, you will wake up knowing which course of action to take.

Give yourself the necessary space

The hardest decision are the momentous ones.

The most important thing to do in these particular cases is to give yourself enough space (since time is of the essence and you can’t afford it) to consider all the available options and their respective outcomes.

Avoid interruptions at all cost and don’t let anyone rush you, with such an approach you’re bound to make the right choice.

Amp-up your work-space

Human beings are heavily dependent on their environment, this goes for their work environment as well. There’s no doubt that adding a personal touch to your surroundings can heavily impact your inspiration and creative thinking.

Your work-space may not inspire lateral thinking.

Sometimes if you need to analyse a problem thoroughly you might need to go out for a bit to stimulate your brain and help you think creatively and positively.

The ‘under-pressure’ conundrum

If faced with a difficult problem we need time and space to make a well educated choice.

The ‘time and space’ concept gets flipped over when you introduce pressure from peers into the equation.  We require the solitude the space provides and the luxury of time necessary for research, but what if we can’t simply afford neither of these?

The only proper course of action is to make the best out the worst case scenario, start by gathering information from the people you trust. Second step is to find  a quiet place and set a time-limit for yourself. All that’s left is to think things through and act.

The Importance of Training Reinforcement

It’s a known fact that a well-trained employee makes a difference it the customer careindustry.

How your consultants resolve customer issues, deal with potentially volatile situations, and up-sell or cross-sell your products and services, makes or breaks your business.

It shouldn’t come as a mystery that when you invest in employee training programs, your agents come out motivated and equipped with a more versatile toolkit to use on customers.

However, as with all things, the enthusiasm starts to fade and the recently acquired skills deteriorate, which leaves you with mostly the same issues you dealt with prior to training.

Follow the steps below to amp-up your training sessions and make them stick.

 

How to make it stick?

The first step is up to you, don’t get frustrated with your employees “training amnesia,” instead evaluate your training service’s reinforcement methodology.

Do you incorporate follow-up programs?

It’s been proven that over the course of six months, trainees will lose up to 75%  of knowledge gained through training if there are no reinforcement and follow-up solutions introduced. Similarly, less than a 50% of skills gained during training sessions will carry over to the job if there’s no failsafe in the form of training reinforcement implemented.

Customer care training is essential; empower your employees by providing them with the proper “tools of the trade” as well as incorporating a well functioning follow-up methodology.

 

Summarizing & handouts

Don’t count on your employees having a photographic memory, quite a lot of important information will slip by them over the course of training sessions.

Compile handouts (or create a handy PDF document) that will highlight key points raised during customer service training, use diagrams and images but keep it short – make sure that the handout is short as possible (no more than 2 pages) and lists only relevant critical information.

Encourage consultants to use these handouts as a miniature knowledge base.

 

The art of coaching

Good training sessions are a mix of theory, spliced with examples of a real-life application of our newly acquired skills and a dash of role-playing. Theory will most likely stick with your employees, it’s the real-life application part you need to reinforce:

  • observe
  • correct
  • demonstrate
  • reevaluate

Coaching sessions solidify newly acquired knowledge, especially if conducted right after customer service training. Demonstrating the correct approach is essential, reinforce their efforts through praise and feedback.

 

Debriefing

Tie-in reinforcement session during staff meetings, it’s a wonderful opportunity to review key concepts and training in general. Discuss how are they incorporating their new skill-set into their daily routine, how are they helping them and most importantly ask which skills seem to be the most problematic when applying to practical situations.  Periodical debriefing is a powerful reinforcement tool it allows your employees to work through any potential issues they might be having as they start “getting their hands dirty”.

 

Take it from the top

Leading by example has to be one of the best ways to reinforce training lessons, if you really think your employees don’t mimic your behaviour, think again. Monitor yourself, consistently apply training session knowledge in customer and coworker relations – bring those training lessons to life, prove that you “walk the walk” and not just “talk the talk”

 

It doesn’t end in the classroom

Customer service training doesn’t have to end the moment your employees get back to their workspace. Follow our tips and get the most out of your training investment, maximise gains by reinforcing and coaching your customer service agents.

You’re the deciding factor on what they retain from training sessions.

 

Reducing Costs While Maintaining Efficiency & Versatility

When operating a multilingual contact centre, customer service costs can add up fast, and over a short period of time they will quickly add up to A LOT.

If you are looking to improve your business’s bottom line, or provide better customer service, you need to implement these methods to reduce customer service costs without sacrificing the support part, and still providing exceptional customer experience.

Equipment

Re-evaluate your equip­ment, it could be cost­ing you more money than you think.  For example, automat­ing your contact centre’s tele­phone sys­tem for the less used cus­tomer ser­vice func­tions could potentially save time and reduce cost on pay­roll and train­ing. Cloud-based technology can also centralise your whole contact centre into one consolidated customer service centre.

  • Phone Sys­tem: Find an appropriate calling system that will streamline the process. An automated attendant or system that reroutes calls to correct contact centre agents quickly can be a life saver, especially during customer service peaks
  • Soft­ware: Is your CRM software integrated with your calling and scheduling systems? If not, make it your top priority.
  • Stor­age: Most on-site systems can be moved to the cloud, especially if they take up valuable space and resources. Evaluate if doing so will help you save on utility costs.

Multi-Channel

Embracing the multi-channel approach, implementing it and then aligning all your communication channels is what all contact centres should aim to achieve in 2015.

It’s not only about the technology, it’s about the people. Your contact centre is as strong as its core employees – the front line grunts, contact centre agents.

Make sure that your teams can handle multiple communication channels, be it email, phone call, live web chat or social media. Assigning two people per campaign to each communication channel might seem a reasonable choice, but in the end, it might cost you more.

Remember about attrition and turnover rates, which despite the efforts of contact centre managers still plague the industry to this day. Train each representative, they need to provide exceptional customer service on each communication channel – versatility is essential.

Also in the case of returning customers, if the same agent handles the quarry throughout all communication channels, it adds a new depth of personalisation thus creating a compelling experience for the customer resulting in increased customer satisfaction.

Cutting customer service costs is not about blindly “swingin’ the ole axe”  and reducing budgets, it’s about making your business more efficient.

Upgrading software, as well as hardware, will lead to increase in employee efficiency while embracing the multi-channel approach and centralising all communication channels will lead to increase in customer satisfaction, both of which will in the long-term lead to better customer retention.

Evaluate budgets, look for ways to increase efficiency, and only then cut costs.

 

Using LinkedIn For Business Development

LinkedIn is a useful career tool and mingling with the right crowd has never been easier, but over the last few years it evolved past its networking purpose and has become a vital business development tool.

Bellow, you’ll find 10 LinkedIn business development best practices:

 

Optimise Your Profile

Make sure that your profile is fully complete, that’s the first step. The second step is a bit harder as you need to revise your profile and use as many keyword-rich descriptions as possible.

These steps will improve your visibility when someone is searching LinkedIn for people with your expertise.

Just don’t ‘go full keyword’ OK?

 

Get Your Custom URL

I don’t know about you, but personally, I love customization, and custom URLs are no exception. Go ahead and claim your custom URL, just make sure it includes your name (e.g. https://linkedin.com/in/yourname).

This rather simple step is especially valuable for people who have a lot of contact with potential clients (even more valuable for those of us in the B2B sector) mainly because we have become so accustomed to ‘googling’ – we just search for people we haven’t met yet in order to learn more about them and at times, to gain the upper hand.

 

Network.

Constantly keep on building and maintain your LinkedIn network. Whenever you meet someone, follow up with a LinkedIn request. Being connected to a wide plethora of professionals improves your chances of finding that one person who’s connected to someone with whom you’d like to be introduced.

Simply keep on networking, and when in doubt network some more.

 

Advanced Search

Thanks to LinkedIn the endless search for prospective clients and decision makers has never been easier. The ability to find the appropriate person to contact for your business is at your fingertips, and it’s called ‘Advanced Search’. Use a combination of industry keywords, job titles and company or brand names and you’re all set.

When you do find your ‘point of contact’ look at their profile, perhaps they’re connected to anyone in your networking circle who you might ask for an introduction.

If not, don’t worry there are other, more natural relationship building methods. See what LinkedIn groups they participate in, or maybe they have a Twitter account or a blog you could follow and build a relationship based on common interests.

 

Get Your Company ‘Out There’

Highlight your company by building a company page. Use keyword-rich descriptions for your offers and/or services and bring your company to life by using high-quality images and videos.

 

Form Opinions and Share Knowledge

Status updates are a great way to share valuable information to prospective clients, your employees and anyone who’s following your company page.

Your ‘personal brand’ helps in building trust in you and by extension in your company, use it to your advantage and showcase your strong points. Use status updates on your personal profile to demonstrate your expertise and knowledge.

 

Publish Content

It’s ‘Publish or Perish’ on LinkedIn. Write articles that demonstrate your industry knowledge and expertise and use the publishing feature to get your content ‘out there’.

Including a crafty ‘Call to Action’ is a surefire way to encourage further engagement, in the form of commenting on your article or contacting you for help.

 

Study LinkedIn’s Pulse

The most popular articles get featured on LinkedIn’s Pulse. In order to find out what content is popular (and gets promoted as a result), you need study ‘Pulse’.

Look for common denominators, latest trends and types of content – don’t forget to ‘keep an eye out’ for emerging trends.

 

Community Building

Don’t be a ‘square’ and participate in industry groups. Finding groups appropriate to your industry is not an easy task as there’s a lot of ‘noise’ to filter, however, you’ll be able to find active, quality groups with a thriving community – it just takes time.

What’s next? Be a part of the community, start participating by answering questions, joining conversations and sharing interesting third-party articles.

Keep on doing these activities and you’ll become a trusted community member. Having established your credibility and visibility within the group, you’ll be able to share your own content with ease.

 

Tell, Don’t Sell

Remember, you’re among professionals, there are no ‘sheep’ on LinkedIn, only ‘wolves’, this is why it’s crucial to focus on building trust and not on selling. A sales pitch will just turn everyone away, and you won’t get a second chance.

Build trust by engaging your audience on multiple levels. Think about what’s important to them, what problems they have, what challenges they face and pinpoint their aspirations and goals.

You need to become their ‘go-to’ source for problem-solving, someone they want to become, one that always has helpful information and insight, and when they use the information you provided to fix their issues or solve a problem they will think of you.

Become your audiences guru, that’s all there is to it.

 

I would love to hear back from you and learn how do you use LinkedIn for business development?

The Real Value of First Contact Resolution

The more satisfied customers are, the more loyal they’ll become – embrace customer centricity.

It’s not a mystery that first contact resolution is one of the main drivers for customer satisfaction.

Even the smallest improvements to first contact resolution (FCR) have an impact on increasing customer satisfaction, at an astonishing rate of 1:1, which quite frankly is huge.

 

Cost Effective

First Contact resolution not only increases customer satisfaction but improving FCR in your contact centre should be the top priority, simply because it greatly reduces costs.

So there is without a shadow of a doubt a business case for improving first contact resolution, as a result, many companies are investing heavily in customer service training and analytics tools, to measure and improve this voluble metric.

But is focusing mainly on FCR sufficient in order to maintain customer loyalty?
Most certainly not.

 

Keep It Balanced

There are many vital aspects that correspond and impact customer satisfaction thus shaping customer loyalty, these “what-if’s” are:

  • What if; you encountered a poorly trained contact centre agent?
  • What if; the representative didn’t have sufficient product knowledge?
  • What if; you had to be kept on hold for 20 minutes while listening to some ungodly music track?
  • What if; the issue was resolved but the agent was rude and interrupted the conversation numerous times?

 

Diversify

Overly focusing on one metric is a sign of bad management. Embrace the balanced scorecard tactic and evaluate your employees and customer service process’s using these criteria:

  • First Contact Resolution
  • Post contact IVR survey, ask the customer how would they rate the experience
  • Customer retention metric to evaluate the likelihood of a customer leaving within 4 weeks
  • Include Average Handle Time; despite all the hate it gets if you wish you could keep it hidden from the contact centre agents
  • Cross-selling abilities
  • Average time spent on hold; waiting on hold is despised by the customers
  • Number of appropriate escalations
  • Employee satisfaction; happy staff = happy customers

 

First contact resolution is a vital metric which greatly impacts customer satisfaction and helps reducing costs, but focusing on FCR alone is simply not enough.

Take all variables into consideration when trying to increase customer loyalty and act accordingly, ask the customers what parts of the customer experience you provide do they cherish and which ones do they despise, and get to work.

Tech Support Training Tips

Most people think customer service and tech support are virtually the same role, well it might seem so at first glance, and with how customer centric the customer care industry has become we might see those two roles merged in the near future.

There are differences, most notably in the type of training and offered services

Soft skills are relevant in both roles, especially active listening, problem-solving, and the ability to de-escalate issues.

Never let your agents approach new roles untrained

If you’re facing staffing issues or your customer care centre is facing high communication volumes and you’re forced to ask your customer service teams to handle tech support issues, make sure that they receive proper training.

Not everyone is tech-savvy

Equip your teams with proper ‘tools of the trade’, they need them in order to help customers with their tech problems.

 

OpsTalent has prepared a list of five crucial tips that will turn your customer service experts into amped-up tech-geeks.

 

The Beginning 

The greeting phase is crucial, as it dictates the conversation’s flow. Your team needs to understand that this initials phase has to be short as well as professional.

Agents should start with providing their first name in order to make the call more personal, then they should immediately establish that the customer has reached tech support. The greeting itself shouldn’t be overly lengthy – short and to-the-point. Lastly, coach your team to sound friendly and happy to help, this might seem as a no-brainer for most managers in the customer care industry but it’s worth to mention.

 

Active listening

Ask what issue is the ‘user’ experiencing. In the active listening phase tech support agents need to carefully listen to the description of the problem while noting down vital information, such as software version used, model of the hardware in question, operating system, and any other technical aspects what will aid in successfully diagnosing and fixing the problem.

After the issue has been explained the agent should paraphrase the problem back. This reassures the customer that we value his input, furthermore by describing the problem back at the customer we confirm that the correct issue is noted.

 

Apologise, empathise, reassure

The customer needs to be reassured that his issue will be handled properly. Be sure to apologise only when it’s your company’s product or service at fault.

Next, comes empathy, use phrases such as “I know it’s frustrating for you, I’m sorry that the issue at hand is taking time out of your day, but we will resolve it ASAP.”

Lastly, reassure the customer that you’re going to personally oversee his case.

 

Problem-solving 101

The 4th step is where the magic happens. Look up the symptoms and take steps to solve the problem.

If more research is necessary then ensure that the customer is periodically reminded that “we’re still on the case” – there’s nothing worse than leaving the customer guessing as it creates more stress in an already volatile situation.

 

Mission Accomplished

The last step is the most crucial one, ensure that the problem was resolved.
Consultants need to ask a question along the lines of “Did we fix the problem you were experiencing?” Is there anything else I can do for you?”.

The agent needs to confirm that the issue was indeed resolved, which is why asking the final question is important. It also enables the customer to confirm he or she feels satisfied with the solution and has no further enquiries.

 

Instil Confidence

Training, coaching and proper guidance will provide your customer service agents with enough ‘know-how’ and confidence to handle tech support.

Proper ‘Tools of the trade’ are essential for your employees to provide exceptional customer care services.

 

 

How to Deal with Day-to-Day Grievances

Skilful use of language to calm an angry customer is a vital part of an agent’s skill set and here’s a list of potential phrases capable of defusing any situation in a fashionable manner.

We will also discuss the four most frequent angry personality types alongside with the appropriate responses which will aid you in tackling even the most difficult ones.

Keep in mind that every customer is unique and some of them will be a mixed breed of two or sometimes more personality traits. These particular cases can be tricky so approach with caution and choose the best response.

 

The Anger Venter

Most of the time this caller will have no legitimate reason to rage at your enterprise. They probably suffered personal strain and just need to vent and your staff will be the target their anger will rain down upon – complaints will be blown out of proportions often inflating the most minute matter.

This type is quite frustrating to deal with as most contact centre agents encountered a legitimately furious customer at least once in their career and The Anger Venter type, in comparison, will just seem like a waste of time and energy.

Treat him with respect and take him seriously.

Phrases:

  • “I’m so sorry that you feel this way, Mrs Anyperson…”
  • “As a solution, may I suggest that…?”
  • “What I’ll do right now is…”
  • “We really do appreciate this feedback, Mrs Anyperson…”
  • “May I arrange for an update call, at a time most convenient for you?”

 

The Legitimate Problem

Everyone makes mistakes, that’s a fact and most of the time those are forgivable. However, from time to time, enterprises miss their quality of service by such a large margin that when an experienced agent hears about the level of incompetence it boggles their mind.

This particular archetype of an unsatisfied customer in the most important one on the list by far. You as a company failed to deliver and now they’re back with a vengeance.  One which needs to be sated.

Your agents should quickly escalate the matter but also provide immediate comfort him; be empathetic and reassure him that everything will be fixed before he even notices.

Phrases:

  • “Thank you so much for letting us know about this, Sir/Madam…”
  • “I’m so sorry to hear about this, Mrs Anyperson…”
  • “I completely understand how you feel, Sir/Madam…”
  • “Thank you so much for your patience/understanding, Mrs Anyperson…”
  • “I will action this for you right away…”

 

The Profanity Spewer

The Spewer is quite a fascinating specimen, easy to identify thanks to his high pitch roar and the overwhelming amounts of profanities he spews out.

Contact centre agents will welcome this particular customer with open arms as this is one of the few and rare interactions, during which they are allowed to terminate the call.

No employee should put up with personal abuse but the standard within the industry deems it necessary for the agent to warn the customer at least thrice before ending the conversation.

Train your staff on the emotional side of dealing with obscene callers, there is no excuse for consultants “going off the rails” themselves or spewing profanities back.

Phrases:

  • “I truly understand your concern, Sir/Madam, but unfortunately we cannot tolerate the kind of language you are using right now…”
  • “I’m going to do my very best to help you, Mrs Anyperson…”
  • “You seem very upset, Mrs Anyperson. Would you prefer to continue this conversation through email or post?”
  • “I’m sorry you’re so upset, Sir/Madam. Would you like for us to call you back when you feel a little calmer?”
  • “I apologise, Mrs Anyperson, but if you continue to use this language, I will be forced to end this call.”

 

The Threat-Monger

During the initial contact, often mistakenly identified as The Profanity Spewer but after closer examination, it becomes quite clear they’re a different beast altogether. The former’s intention is to insult the agent into cessation, the latter seeks to resolve his problem through emotional and sometimes physical intimidation.

Remember that insufficient re-compensation will only encourage more complaints. Keep in mind that despite being unpleasant and harassing your staff he is still a vital customer who is an essential source of revenue. Call takers should strive to balance their response between cool-headed formality and empathy.

Phrases:

  • “I do understand the inconvenience you’ve faced, Sir/Madam…”
  • “Let me see how I can fix this, Mrs Anyperson…”
  • “I recommend that you (insert action here), Sir/Madam, so that I can take further action without delay.”
  • “I am more than happy to help you, Mrs Anyperson…”
  • “For the quickest resolution, I would request you to…”

 

We do hope the guidelines and phrases above will prove useful in recognising troublesome customer archetypes. The biggest takeaway from such encounters is to remember one simple fact: we’re all human, we make mistakes and we do let our emotions get the better of us.

Reduce Effort & Supercharge Your Customer Journey

Technology is perceived by many as the ultimate problem solving tool, one which makes life easier and more efficient. However, when consumer expectations are not effectively met it ends up being inconvenient and frustrating.

It should not come as a surprise that brands and manufacturers spend massive amounts of resources on their R&D (research and development). With each passing year products and services become more complex in terms of technology used as well as device interconnectivity. Unfortunately as a result, enterprises lose sight of the big picture and fail to implement a customer-first approach.

If you want mainstream adoption for your tech product or service, you need to make customer effort and usability your number one priority.

Focus on every aspect of the customer journey

Retention, loyalty and advocacy all take a massive hit when brands ignore customer effort

The average user will get discouraged if technology is too complex or confusing to set up and use regularly, which is why you must lavage innovative support strategies and drive meaningful engagement to improve customer experience.

Tech companies should interact with and listen to their consumers at every possible opportunity.

Identify problem areas and minimise customer effort by driving engagement and collecting valuable feedback at every stage of the customer journey.

The three most time consuming stages of the customer journey are: setup, maintenance and troubleshooting. Sadly these seem to be lower priority, than their highly streamlined pre-purchase and purchase counterparts. It should be a major red flag for any technology product as it correlates with retaining customers and building brand loyalty, thus directly impacts the bottom line.

Make it easy for the customers and meet them where they are

You can please everyone, just provide the ability to interact with your brand through multiple communication channels – sounds easy, right?

In reality, it’s far from easy as consumer expectations continue to evolve in response to changes in our increasingly connected digital world. Personalised strategies across multiple channels are no longer an added bonus, they are a necessity if brands want to reduce customer effort while meeting expectations.

Maintain uniform context but tailor interactions to fit each channel specifically

The current consumer generation is actively pushing for more self-service options, ones which let them troubleshoot and solve issues on their own, without professional tech support ever getting involved – provide flexibility by implementing self-service but have live customer support as backup.

But with omnichannel you need to focus on maintaining uniform context for customer interactions across all channels by keeping track of interaction history, whether assisted or unassisted.

This will streamline the process as customers will be able to seamlessly change channels and escalate easily if necessary, thus allowing them to resolve issues faster and with less frustration as nobody likes to repeat the same information over, and over again.

No matter the communication channel (email, social media, VOIP), tech brands need to reduce customer effort and show how much they value their customers time by implementing personalised support options on each channel and at every step of the customer journey.

Leverage data and provide proactive support

Consumers expect proactive support, therefore provide sufficient self-diagnosing tools and suggested fixes which streamline the troubleshooting process even further.

Tech companies are great at gathering and leveraging data, therefore they should have no problem applying the very same approach to custumer journey: gather, analyse and apply user data to tweak your customer care processes and create a lasting, positive customer experience.

By pinpointing the key areas where customers are experiencing problems in brands can direct them to appropriate self-support solutions or assign them to a tech support agent who has access to the right information and is able to resolve the issue quickly and with minimal frustration.

Leveraging user data as well as providing proactive support are both essential during early stages of setting up or implementing new technology solutions, as consumers will be more likely to experience a seamless, positive brand experience.

Long term impact on the bottom line

Technology brands and manufacturers need to take a step back and look at the big picture when developing new products, the entirety of customer journey matters – do not focus on the early stages only.

Nurture your relationship with consumers by implementing flexible self-service options, leveraging user data and providing access through multiple communication channels, thus being there for them in their time of need.

Positive engagement is essential to reducing customer effort, boosting brand loyalty and increasing revenue.

10 Rules of Social Sales

You can start your social selling venture by messaging potential leads on LinkedIn, or sharing relevant content on Twitter, or you might go as far as publishing a blog post.

These are all good starting points, but to be successful you need to go in with a solid game-plan.

All great social sellers have a process in place, one that supplements their tactics, thus creating a definitive framework to help navigate through this relatively new phenomenon called social selling.

The latest SlideShare from PGi lists 10 rules that effective social sellers and social selling programs need to contain in order to become coherent, efficient and most importantly successful.

 

 

The 12 Types of People Who Wreck Your Meetings

Who doesn’t enjoy a good, productive meeting?

At times it seems to be all but a luxury, as all it takes for a meeting to devolve into a downwards spiral of unproductive doom is just one person.

Oh you definitely know at least one such person, presumably more than one.
We’re speaking about those who make meetings unbearable, bordering on miserable.

Weekdone’s latest SlideShare introduces the types of people who kill the productivity of your meetings. Get to know them in order to easily contain them, well before they manage to sabotage your time and suck all the productivity out: