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Contributed Articles

Why New Customer Rewards Stink For The Rest Of Us

Do we live in a throwaway culture? Probably. It feels that way to loyal customers sometimes, thanks to customer rewards reserved for those walking in the door. However, as frustration builds from poor service or unmet expectations, those ads luring new customers become salt in the wounds.
[Full Article]   Sep-08-2013

 

Finally! HR Reps who 'get' IT

The IT discipline is full of numerous specialties, puzzling acronyms and unique skill requirements that could confuse and overwhelm an HR rep who's assigned to help on a one-off basis. Retaining an HR professional who specializes in IT makes particular sense given the current demand for certain tech skills and the generally changeable nature of IT.
[Full Article]   Sep-08-2013

 

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

 

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