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Contributed Articles

5 Tips For CIOs Who Have To Fire Employees

How to fire employees is not something that gets covered in any training for the CIO job. However, it is a skill that every CIO really needs to have. What this means for you is that you need to take the time to learn how to fire people in a way that both shows them some respect and gets them to leave at the same time. Not an easy task. Here are 5 tips that you need to keep in mind the next time that you are called on to perform this unpleasant task.
[Full Article]   Sep-29-2013

 

Service Recovery: 7 Rules For Compensating Your Customer (After A Service Or Product Failure)

No matter how superb your product or service is, eventually you’ll need to find the answer to this question: “How should I compensate a customer for a service or product failure?” The answer to the question is this: It depends. Customers have diverse values and preferences, varying even from day to day as well as from customer to customer—so your employees working with disgruntled customers need to be given enormous discretion. Still: There are principles that almost always apply.
[Full Article]   Sep-29-2013

 

7 Biggest IT Compliance Headaches and How CIOs Can Cure Them

But keeping the organization in compliance with industry and federal rules can be difficult, especially with more companies allowing workers to bring their own devices (BYOD). So what are some of the biggest challenges to keeping compliant? Dozens of technology pros and compliance experts share their top seven answers.
[Full Article]   Sep-22-2013

 

Linking Operational and VoC Metrics

Business linkage analysis is the process of linking disparate business data sources together for the purposes of understanding the relationships between them. For operational linkage analysis, we are interested in understanding the relationship between customer feedback metrics and operational metrics. Demonstrating the statistical relationship between customer feedback metrics and operational metrics is useful for several reasons.
[Full Article]   Sep-22-2013

 

Looking at the “C” in FCR

For an agent who takes dozens of calls an hour, for several hours, day in and day out, it is easy to sound like a voice recording, which ultimately dehumanizes the entire customer-agent communication process. So, it’s important to look at the call, the C in FCR, and why it happens in the first place.
[Full Article]   Sep-22-2013

 

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