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Contributed Articles

Ways To Rebuild An IT Department After A Global Recession

Nobody likes a global recession especially those of us who have the CIO job. However, now that it appears to pretty much be over, the big question is just exactly how are we supposed to go about rebuilding the IT department. Bad things happened during the recession and everyone in the IT department knows about these things. How is a CIO ever going to get the team to work together again?
[Full Article]   Aug-11-2013

 

4 Challenges of Customer Self-Service

A new age has dawned for customer self-service. Sustained multi-channel advances, coupled with the mass proliferation of mobile devices mean organizations can no longer get by with restricted service channels and availability. Itís time to get serious about self-service. This article presents the four very real self-service challenges for todayís contact centers.
[Full Article]   Aug-11-2013

 

Contact Center Management Mistakes to Avoid

When speaking to contact center managers, what strikes me most is that there are still some obvious areas that are being overlooked when it comes to finding more efficiency. Some of these areas may yield small improvements, but when you add them all up itís likely significant enough to build a business case to implement new technology to help fix the problem. If youíre looking to up your contact center performance, start by avoiding these 5 common mistakes.
[Full Article]   Aug-11-2013

 

Chief Digital Officer: Hot New Tech Title or Flash in the Pan?

There's a new C-level executive -- the Chief Digital Officer (CDO) -- in the boardroom, charged with ensuring that companies' massive stores of digital content are being used effectively to connect with customers and drive revenue growth. At first blush, an executive title that includes the word "digital" would seem to encroach on IT's territory. Not so, observers say -- but that doesn't mean tech leaders don't need to be prepared to work closely with a CDO somewhere down the line.
[Full Article]   Aug-04-2013

 

Are We Asking Too Much of Our CIOs?

Too many organizations are stretching their Chief Information Officers (CIO) too thin. CIOs are being tasked with managing internal business systems, cloud-based services, big data innovation, data security, and the 24x7 needs of global customers who access company data on personal devices. Effective leadership and management across these areas is possible, but not without providing CIOs with the proper support structures and instituting necessary organizational alignment.
[Full Article]   Aug-04-2013

 

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