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Contributed Articles

Three Factors All Customer Feedback Analyses Must Include

When analyzing customer feedback there are three considerations which must be top of mind: the value of information declines with time, each individual is actually speaking for many people, and donít look at your information without seriously considering the best way(s) to first segment the respondents.
[Full Article]   Jul-07-2013

 

How to Have the IT Risk Conversation

Fortunately, there is a way to talk about IT risk -- and understand risk -- in terms that make sense to every manager. If you can remember four A's (availability, access, accuracy, and agility), you have the framing for a productive conversation with your IT counterparts. You can come to common understanding about what IT risks are most important, what causes them, and what you'll do about them.
[Full Article]   Jul-07-2013

 

Culture and the Chief Executive

A companyís culture is the collection of self-sustaining patterns of behaving, feeling, thinking, and believing, the patterns that determine ďthe way we do things around here.Ē At its best, an organizationís culture is an immense source of value. It enables, energizes, and enhances its employees and thus fosters ongoing high performance. At its worst, the culture can be a drag on productivity and emotional commitment, undermining long-term success. Most companies are so large and complex that the culture acts in both ways at once. Indeed, the culture of a large company is typically made up of several interwoven subcultures, all affecting and responding to one another.
[Full Article]   Jul-07-2013

 

How to Close the IT Talent Gap

How do you build your future workforce? Experts agree that there is a talent shortage of specialized technology workers who are core to IT and the business. But where is that gap at your company? Learning how to do a skills analysis of your IT teams can put you ahead of the talent curve.
[Full Article]   Jul-07-2013

 

Call Center Optimization: 4 Metrics to Measure

Because customers are now, more than ever, empowered when making a purchase decision, businesses and contact centers are looking for ways to address their changing needs. When it comes to call center success, itís all about meeting the need of clients, customers and callers. In order to improve your call centerís performance and help your teams meet their goals, focus on these four metrics.
[Full Article]   Jul-07-2013

 

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