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Contributed Articles

Workforce-as-a-Service Scales to Meet IT Staffing Needs on Demand

One of the major benefits of a services-delivery model such as software-as-a-service (SaaS) or the Cloud is the capability to quickly scale computing resources - networking, storage, bandwidth, for instance - on an as-needed basis. IT simply adds more resources when they're needed and removes them when they aren't. What if you could do the same with personnel resources; that is, add teams of skilled tech pros on-demand and release them once a project is completed?
[Full Article]   Oct-13-2013

 

Difficult Conversations with Good People

In part 1 of this article series, we discussed having conversations with difficult people, where the main issue is never expecting such people to not be difficult and finding a way to stay centered and unprovoked by them. In part 2, the issue becomes how to master difficult conversations with good people.
[Full Article]   Oct-06-2013

 

Bridging the Gap Between IT and Your Business

For the past several years we have watched with increasing dismay at the increasing chasm between information technology (IT) groups and their business counterparts. From where we sit, both sides have legitimate beefs. However, bickering is not productive and the failure to derive the full advantage of information technologies does enormous disservice to companies. Further, the pace of technological change and the demands to do more with the data grow exponentially and will continue to do so for the foreseeable future. The problem, strategic or not, must be resolved. Smart leaders will ignore the posturing and work to close the gaps. While we have no “silver bullet” solution, we do offer three steps that can help.
[Full Article]   Oct-06-2013

 

Preparing New Agents for Customer Service Success

When hiring new agents, how quickly the agent can begin making a meaningful contribution is always a concern. After training, it is not logical to assume an agent is ready to begin taking phone calls. Unfortunately, managers may look at call volume, handle times and other similar metrics in making a decision to prematurely put new hires in contact with customers.
[Full Article]   Oct-06-2013

 

Identifying the Key Things that Matter to the Customer Regardless of Industry

Customers will benefit when companies take an outside-in perspective when designing products, service and communication channels. Here are five things companies should do, regardless of industry, to make their customers happy.
[Full Article]   Oct-06-2013

 

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