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Contributed Articles

9 Ways Your Contact Center Can Boost Self-Service Options

Contact centers play an increasingly central role in supporting and encouraging the use of low-cost self-serve channels. For example, the contact center can provide a wealth of information on which contacts can be automated (or handled in customer communities), and what can be done to improve customer acceptance. Further—and perhaps paradoxically—providing agent assistance when and as needed encourages customer confidence in these alternatives. This article presents 9 ways you can harness your contact center to build and bolster self-service channels.
[Full Article]   Sep-08-2013

 

Who's Holding you Hostage? Mastering Difficult Conversations with Difficult People

One of the greatest obstacles to success in a business is conflict avoidance. In reality, people avoid conflicts and the confrontations required to deal with them not because they lack the will, but because they lack a step-by-step way to do them without the fear that matters will become worse. Here’s your way to do it.
[Full Article]   Sep-08-2013

 

IT Has To Deliver Great Tools -- and Teach People to Use Them

In a workplace that is increasingly collaborative and knowledge-intensive, many CIOs plan to create value by delivering these capabilities effectively. No wonder collaboration and analysis tools make up the single largest category of IT project spend. But much of this value is being lost because employees lack the skills to use these resources effectively. In response, CIOs must rethink how IT provides employee support and training.
[Full Article]   Aug-18-2013

 

9 Ways to Ace the IT Executive Interview

Your networking and resume work has paid off. You finally landed an interview for your dream job as an IT executive and you couldn't be more excited. The only thing that stands between you and the executive washroom is the interview itself.
[Full Article]   Aug-18-2013

 

Customers Not Complaining?

You probably wouldn't bug your landlord about a loose doorknob, as long as you could still get the door to open. But wouldn't it be great if the landlord occasionally asked you whether any minor issues needed fixing--and then fixed them? BlackLine Systems -- a $40 million, 160-employee accounting software company--has become something like a proactive landlord. And it's earned flattering customer testimonials and new business as a result.
[Full Article]   Aug-18-2013

 

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