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Contributed Articles

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

 

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

 

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