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Contributed Articles

Managing Call Center Stress and the Bully Boss

When you look around your call center, do you see engaged employees, or do you observe a stressed culture that watches the clock and avoids managers who may demand even more from them? With a group of employees whose performance is constantly measured, itís easy to feel stress, depending on what happens because of those measures. But what can be done to reduce your stress in daily activity?
[Full Article]   Sep-22-2013

 

Five Mistakes to Avoid When Managing Digital Teams

As digital becomes part of every line of business, effective marshaling of digital capabilities is a critical competency. Management is often maligned (sometimes for good reason!), but strong management is an important differentiator in both digital delivery and in aligning that delivery to strategic goals. So whatís the best way to tackle management of digital teams to keep engagement and output high?
[Full Article]   Sep-22-2013

 

Nice or Tough: Which Approach Engages Employees Most?

It's probably no news to most people who work that poor leaders produce disgruntled, unengaged employees. Research also shows convincingly that great leaders do the opposite -- that is, that they produce highly committed, engaged, and productive employees. What exactly fosters this engagement?
[Full Article]   Sep-15-2013

 

Hard-Earned Lessons of a Lifetime in IT

Much of todayís talk is about youth ruling development and IT. Sure, there are a lot of eager, bright young people in tech, and most of them like to think that they "rule," but the truth is we oldsters still run the show. Why? Because hard-earned lessons provide the wisdom to distinguish fantasy from reality, and the determination to do what's necessary, not just what's fun or cool.
[Full Article]   Sep-15-2013

 

3 Ideas to Get Started with Customer Service Feedback

There are lots of ways to get your feet wet in customer feedback. Here are three ways you can start collecting customer feedback in a customer service environment which are likely to be easy and show a quick return on your investment of money and effort.
[Full Article]   Sep-15-2013

 

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