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Contributed Articles

15 Tips on Contact Center Scheduling

One of the call center manager’s most important tasks is to create a schedule that balances agent needs vs. call center capabilities, while accounting for such variables as shrinkage and exceptions. Easier said than done? Not necessarily – the right workforce management system streamlines the process and provides more consistent, accurate data
[Full Article]   Feb-05-2014

 

How Newly Appointed CIOs Take Charge

The transition for any executive into a new appointment is a challenge. This transition for the newly appointed Chief Information Officer (CIO) is especially so given the breadth of their responsibilities. The CIO not only manages the delivery of IT services and projects but must be viewed as a legitimate business leader in order to influence strategic decision-making. This article reports on a study that explores the experience of CIOs taking charge of a new appointment.
[Full Article]   Feb-04-2014

 

How to Break the Cycle of CIO Turnover

For chief executive officers, the selection and retention of a skilled CIO has never been more critical. At many companies, however, a number of factors—including limited succession planning, the choice of reporting lines, and a lack of buy-in from key stakeholders for major IT projects—can make it difficult for the CIO to perform effectively, leading to a tenure shorter than those of other C-suite executives. Study results reveal some steps chief executives can take to ensure that their information officers and IT professionals are set up to succeed.
[Full Article]   Feb-04-2014

 

Ten Tips for New Executives

Jokes are risky. Email is forever. Don't answer hypothetical questions. Never complain. Here are 10 suggestions I wish someone had given me when I was beginning my run as an executive. I made the mistake of violating many of them but not all.
[Full Article]   Feb-04-2014

 

Enterprise Servicing Goals for 2014

By Donna Fluss, DMG Consulting

As the economy continues to improve in the US and around the world, 2014 is looking to be a good year for technology investments that are supported by a solid business case, and have quantifiable benefits and a rapid payback of one year or less. Enterprises and government agencies are expected to make investments to improve the customer or constituent experience. These investments will address the core infrastructure of contact centers and customer service organizations, many of which have not been updated in more than ten years. Other investments will be for management applications and analytics to help organizations make the most of every customer contact. Investments will be driven by the top 8 contact center/servicing trends for 2014. These trends are outlined in this article.


[Full Article]   Jan-29-2014

 

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