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Contributed Articles

How Well Do You Anticipate Your Customers' Needs?

One of the hallmarks of a great customer service rep is someone who knows his/her customers so well, s/he can understand what the customer may need, often before the customer does. This is not an easily taught skill. I learned some of what it took from various jobs.
[Full Article]   Jul-28-2013

 

Suite vs. Best-of-Breed Ė Is Less Really More?

DMG is frequently asked if itís better to purchase a suite of fully integrated applications or to invest in multiple best-of-breed solutions that have to be integrated at the customerís site. While the answer may seem obvious, particularly given the shrinking amount of internal IT resources in many companies, itís not always a simple decision.
[Full Article]   Jul-28-2013

 

To Beat the Chaos, Take a Thinking Day

Most successful leaders never stop learning. In fact, they are voracious learners who are always trying to find ways to improve and enhance their own performance and that of those around them. I have found that one of the simplest tools for learning and enhancing my performance is to regularly reflect on how to spend my time. Every six months I go through a process where I step back, contemplate what I have learned over the previous six months, and then adjust my focus to ensure I am spending my time and energy in ways where I can create the greatest impact. Here are three concrete practices I recommend to help refocus and optimize your time for continuous inner learning.
[Full Article]   Jul-21-2013

 

Create an Exceptional Customer Service Culture

It's an ongoing effort to create a unique workplace and culture that attracts and stimulates employees -- especially those prone to move around. This is especially true in the contact center industry, which is known for its high levels of agent attrition. The challenge is that culture is not easily developed, nor can it be easily replicated. Great companies are defined by great cultures. The best companies in the world attract and retain the best people. How do they do it?
[Full Article]   Jul-21-2013

 

10 Ways to Be an Authentic IT Leader

If you follow the news you can find a litany of examples of poor leadership. People are distrustful or cynical of today's leadership and many times with good reason. That's why being an authentic leader is so important. Getting all your people onboard and moving in the same direction is paramount to success in the fast-paced environment of IT.
[Full Article]   Jul-21-2013

 

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