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Contributed Articles

Employee Training Needs More than a Script

You want your employees to become more effective and emotionally intelligent communicators, savvier negotiators, more compassionate and effective deliverers of bad news, better coaches, and more sophisticated cross-cultural communicators. So you offer them interpersonal skills training. Itís a packaged solution that can pay great dividends for your business. Right? Well, not so fast.
[Full Article]   Apr-28-2014

 

CIOs Face BYOD Hard Reality: Employees Don't Care

CIOs fret about corporate data security on "Bring Your Own Devices," or BYOD, but do employees care? A good number of them -- 15 percent -- believe they have no to minimal responsibility to protect data stored on their personal devices, according to a recent survey from Centrify, an identity management software provider. Some companies are getting tough, attaching BYOD security compliance to employee performance reviews, compensation and, in rare cases, termination. Maybe these measures, the thinking goes, will get employees' attention.
[Full Article]   Apr-27-2014

 

Bringing Business-Led IT Out of the Shadows

Business leaders and frontline employees are best placed to spot how to use technology to meet their goals for growth and productivity. IT employees, however knowledgeable about technology and closely connected to the rest of the business, will always be at a disadvantage in understanding products, customers, competitors and individual workflows. It is from deep insight in these areas that the best ideas for innovative uses of technology arise.
[Full Article]   Mar-26-2014

 

A Step-by-Step Guide to Winning the Customer

Companies that understand the stages of consumer purchasing decisions have an outsized influence in their outcome.
[Full Article]   Mar-25-2014

 

To Unlock the Full Potential of Voice as Information, Look into the Call Center

To unlock the full potential of voice as information, you need to look to the much ignored call center world. I say this with a twinge of reluctance, but call centers have been at the leading edge of getting the most of voice for over a decade. The rest of the service provider enterprise world needs to get onboard as those sectors fully embrace voice over IP and an all IP world.

[Full Article]   Mar-24-2014

 

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