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Contributed Articles

Looking Ahead: It’s All About the Customer

Today's consumers have more power than ever before. With multiple channels at their disposal, they choose how they want to interact and when, and their expectations are high. Customers want their questions answered fast, accurately, and on the first try – every time. As your customer-facing front line, call center agents play a major role in how customers perceive your company. The following are five call center trends in this new “customer age” evolution.
[Full Article]   Jan-27-2014

 

5 Hybrid IT Roles Your Business Needs to Succeed in 2014

This year, the ability to simply configure and run a server or develop software in isolation won't be enough. Employers will aggressively pursue workers with multi-dimensional talent -- combinations of technology, domain, business, process and people skills.
[Full Article]   Jan-23-2014

 

Improving Agent Performance: 5 Tips for Successful Multitasking

Multitasking is a critical success factor for employees, and particularly for contact center agents. The very nature of the agent job requires them to perform multiple tasks with competing demands. While we all appreciate the importance of multitasking, we may not know exactly what multitasking is and how it affects productivity and critical business outcomes. These 5 tips reveal the latest research on multitasking and its impact on contact agent performance, satisfaction, and success.

[Full Article]   Jan-22-2014

 

10 Managers You Don’t Want to Meet On Your Journey

Here's a fresh look at some of the habits of lousy leaders and managers based on input from participants in my management programs and forums. Check out the list of 10 managers you don’t want to ever work for.
[Full Article]   Jan-22-2014

 

The 'Gamification' of the Office Approaches

Imagine if at the office you were made to feel like you were playing "Candy Crush Saga." Envision that every one of your professional endeavors was meticulously tracked and measured in points, that there were levels to complete and you were given prizes for excellence. That every workplace action provided a tangible sensation of winning or losing as part of a system engineered to keep you addicted, thrilled to come back every morning. If your job worked like that, would you become a better employee? Or would you feel just the opposite—crushed by metrics, constantly watched over, infantilized by your boss's attempt to turn you into an automaton?
[Full Article]   Jan-21-2014

 

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