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Contributed Articles

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

 

Happy Agents, Happy Customers

According to recent research, 90 percent of consumers confirmed that an agent's perceived happiness directly affects their overall customer experience. Moreover, 66 percent said that their experience with an agent significantly affects their impression of the overall brand. Given this information, what is the optimal way for organizations to secure happy agents?
[Full Article]   Jul-21-2013

 

Containing the Anger over Customer Fees

How can companies use penalty fees to stay in the black without causing their customers to see red? Thatís what many firms are asking themselves as they impose more and more charges, and confront more and more irate consumers, over missed payments, late cancellations, no-shows, tardy returns, and overdrawn bank accounts. The short answer is that so long as companies see fees as a revenue generator, they will always lose some angry customers. But firms can limit the damage if they build into their penalty program a dollop of forgiveness, a lot of transparency, and a host of other features that foster flexibility and fairness.
[Full Article]   Jul-21-2013

 

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