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Contributed Articles

The Trust Agenda

As the global economic recovery gathers momentum, optimism among CEOs is increasing. The post-recession period challenged many companies, and their chief executives focused their attention on survival. But they are now switching into growth mode. Today, smart CEOs are increasingly seeking "good growth," aligned with business ethics and sustainability.

[Full Article]   May-14-2014

 

BYOD may be SOP, but it's still a headache for IT

Just because BYOD has become standard operating procedure in most workplaces doesn't mean the practice has stopped causing challenges for IT.
[Full Article]   May-14-2014

 

Where Are All the Happy Agents?

Youíve heard it before, and Iíll say it again; happy agents make happy customers! Simple enough, right? So where are all the happy agents? Chances are good that you already have happy agents inside your contact center. But do you know who they are?

[Full Article]   May-12-2014

 

Customer Experience: The Rise of Empathy

As companies increasingly focus on customer experience, they will recognize that their organizations lack a deep understanding and appreciation for their customers. It's not a flaw in the people, just a natural result of how organizations operate. To break this pattern, companies need to learn to "guide with empathy," one of the principles of what the Temkin Group calls People-Centric Experience Design. This article presents a few steps for putting this concept into action.
[Full Article]   May-11-2014

 

7 Management Traits That Will Make All Your Employees Quit

Have you ever had a REALLY bad boss? Well I have. This individual drove everybody out and the company had to close the regional office, because everyone quit or was fired. I quit after being there for just 6 months; and, only days after being recognized as the region's top new sales professional. Here are some traits that my former manager exemplified that led to the shutdown of the office and the mass exodus of employees.
[Full Article]   Apr-29-2014

 

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