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Contributed Articles

10 Shades of Virtual Interviews: The Good, the Bad, the Ugly

Virtual job interviews are all the rage. They have rightfully earned plaudits for saving time, boosting efficiency and cutting costs. That all sounds good. There is, however, another side of virtual online interviewing worth noting: the bad and the ugly.
[Full Article]   Sep-29-2013

 

5 Reasons You Can (and Should) Trust Social Media Customer Care to Your Contact Center

When organizations look at social media as a communication channel with outbound elements (engagement related to brand building, marketing, and PR) and inbound elements (customer-generated support requests, information requests, and service issues), it is clear that your customer care team has a role to play in managing the channel. Here are five measurable, value-added benefits your company can get from putting social support in the hands of your contact center team.
[Full Article]   Sep-29-2013

 

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

 

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