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Contributed Articles

Why Good Employees Leave (And How You Can Keep Them)

If you're losing good workers and you're not sure why, the problem may lie with your firm's management style. The good news is that you can make small changes that will make a huge difference when it comes to employee retention.
[Full Article]   Nov-10-2013


How to Close the Sale With Indecisive Customers

One of the biggest challenges sales organizations face is securing customers who arenít ready to buy. Maybe theyíre considering a competitorís offer or having internal issues that are delaying their decision-making. Whatever the case for their indecision, your goal is to convince these prospective customers to eventually buy from you. To accomplish this often elusive task, you need to be savvy about the way you follow-up with prospective customers. Here are five keys to follow-up success.
[Full Article]   Nov-03-2013


A Wake-Up Call For CIOs

If youíre not doing your job as CIO, lots of people are suggesting that somebody else should be. Havenít you noticed this burgeoning trend calling for chief-something-officers to handle responsibilities that rightfully fall under your purview? Chief digital officer. Chief data officer. Chief mobility officer. Chief security officer. This drumbeat isnít new.
[Full Article]   Nov-03-2013


5 Ways to Build Agent Camaraderie in the Contact Center

Isolation, immobility and stress are inherent aspects of the agent position. They come with the contact center territory. Itís not uncommon to hear agents cite one or more of these issues as their reason for quitting. That said, the contact center and the agent position certainly arenít all gloom and doom. Iíve seen more than my share of centers where agents love what they do, wear authentic smiles on their face, and rarely if ever carry out acts of arson. And a big part of this is the fact that these centers Ė in addition to having good hiring and training as well as fair and feasible performance objectives in place Ė do a lot to instill a sense of camaraderie and team among staff.
[Full Article]   Nov-03-2013


Are You Ready for a Chief Data Officer?

With all the excitement (and anxiety) surrounding big data and advanced analytics, it is not surprising that many organizations are naming Chief Data Officers (CDO) to manage their data needs. But I fear that too many organizations have sold the title short and are missing the opportunity to define a truly transformative role. You must be ready for a journey that, sooner or later, will touch every department, job, and person.
[Full Article]   Nov-03-2013


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