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Contributed Articles

Do Your Employees Use Facebook? You Might Have a Problem

A recent study ties Facebook use to divorce. (Either as a cause or an effect. Or both.) Social networks could have a similar adverse effect on the relationship status of employees and your company. It might be time to keep an eye on your workers.
[Full Article]   Jul-28-2014

 

Google CEO: Fight Unemployment With Job Sharing

In the future, we will work less and enjoy more leisure time, while being shuttled around in self-driving cars, attended by artificial intelligence that makes better decisions than we do. That might sound like the setup for an episode of Star Trek, but it's the world Google's founders see ahead of us.
[Full Article]   Jul-11-2014

 

Clever New Techniques Airlines Have for Making You Better Appreciate Their Apologies

Airlines apologize a lot to their customers. They've made a science of saying sorry out of necessity: The Department of Transportation fines airlines for not responding to customers with "substantive" answers to gripes. In response, carriers deploy software and english majors to tell angry fliers they're sorry for mistakes in flight.
[Full Article]   Jul-10-2014

 

Misleading Metrics in Customer Service Effectiveness

When viewed in isolation, customer service metrics like first-call resolution are misleading. Customer service effectiveness matters most.

[Full Article]   Jul-08-2014

 

Preparing New Agents for Customer Service Success

When hiring new agents, how quickly the agent can begin making a meaningful contribution is always a concern. After training, it is not logical to assume an agent is ready to begin taking phone calls. Unfortunately, managers may look at call volume, handle times and other similar metrics in making a decision to prematurely put new hires in contact with customers.
[Full Article]   Jul-07-2014

 

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