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Contributed Articles

How to Ensure a Successful IT Modernization

Research shows that approximately 80 percent of current IT resources go to the maintenance of existing IT operations and systems. The risks to holding onto legacy systems are many, but modernizing IT in any sector is not easy or cheap. The following seven tips may help ensure a successful government IT modernization.
[Full Article]   Aug-29-2015

 

7 Trends Impacting Contact Centers, Customer Service & Customer Experiences

This article identifies seven trends that are significantly impacting contact centers. As anyone in the business knows, contact centers can be conservative and often move slowly, but companies that respond to these trends now will find they are better prepared to succeed and maintain their competitive advantages.
[Full Article]   Aug-28-2015

 

14 Experts on the Biggest Customer Service Challenges

Providing great customer service is a challenge for many businesses today.Companies like Amazon and Zappos have raised in the bar in terms of what customers expect, and there are an increasing number of tools and technologies that businesses people can use to improve their support. So, I asked 14 customer service and customer experience experts this question:What's the biggest customer service challenges today's companies are facing and how can they overcome it? Here's what they said.
[Full Article]   Jul-23-2015

 

How Improv Made Me a Better Call Center Agent

A thousand possible scenarios with a thousand policies and solutions you have to know. Millions of potential callers with unique attitudes, needs, personalities, and technology and language barriers. When you are waiting in the phone queue for your next call to patch through, you never know what's coming. As a defense mechanism against taking escalations personally, I found myself drawing on my college improv days, imagining I was on stage playing the character of a great call center rep. These calls are my scenes, and these are my lines. What would that character do?


[Full Article]   Jul-23-2015

 

7 Management Lessons From a 7-Time CEO

The bottom line is this: As the world changes, so should your management style. That goes for whether you’re managing a team of ten, or ten thousand. To help you effectively manage your own team and guide your company to greatness, I recently tapped into my own Top 7 Management Lessons.
[Full Article]   May-05-2015

 

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