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Contributed Articles

5 Ways To Destroy Your Customer Experience

It always amazes me when organizational leaders think the small things donít matter. They say things like, ďThatís just one commentĒ or ďWe donít pay attention to anecdotes.Ē Itís OK to use data and big results to guide the big decisions, but itís not OK to ignore the little things. These small things amount to a lot. In todayís world, where 89% of us will shop with a competitor after a bad customer experience, itís imperative not to make the mistakes outlined in this article.
[Full Article]   Dec-01-2013

 

Eight Clear Signs It's Time To Make A Leadership Change

Leadership is about seamlessly being able to reinvent yourself, your organization and the people who serve it Ė all at the same time. If you or your organizationís leaders lack this ability Ė itís time for a refresh. Donít wait too long to make a leadership change in your organization; here are eight clear signs that itís time.
[Full Article]   Dec-01-2013

 

CIOs Must Learn the Politics of No

Saying no--the right way--may be the most powerful skill a CIO can learn. A smart "no" can set boundaries and enhance your leadership position. A stupid "no" can diminish your authority and make enemies.
[Full Article]   Dec-01-2013

 

Creating the Agent of Tomorrow

The role of frontline staff is evolving Ė fast. In any given day, they may need to be a consultative problem-solver one minute and a market analyst the next. In the same interaction, they need to deploy psychology skills to understand and empathize with a customerís responses, and project management skills to negotiate and then drive through a solution with the wider business. For the organizations they work for this is a massive challenge. How do you give your staff the skills and knowledge to respond effectively and maintain or enhance the customer experience, without compromising productivity or burdening the organization with massive cost?
[Full Article]   Dec-01-2013

 

How to Implement Workforce Management in the Contact Center

Agent scheduling is a fragile balancing act that affects the balance of profit and loss. Accurate forecasting is imperative for the success of any contact center. This article presents 9 tips for implanting workforce management in the contact center.
[Full Article]   Nov-17-2013

 

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