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Contributed Articles

If You Love 'Em, Keep 'Em

Managers are forever looking for ways to improve their team's performance – be it the latest business book, closing technique or marketing automation tool. But they often overlook a valuable tool that's right under their noses: their organization's talent management practices. Talent management is generally defined as the set of practices and processes used to manage recruitment, performance, goals setting, development, succession and compensation. Here's a look at how you can leverage some talent management best-practices to improve your staff's performance.
[Full Article]   Jun-16-2013

 

The New CIO: Chief Innovation Officer

Traditional CIO activities centered on infrastructure and costs, a model built on the historical role of CIO as gatekeeper of technology and protector of corporate information assets. Despite clear evidence that the world is changing, many organizations retain a narrow view of the CIO role. For this reason, it is valuable to learn from innovators willing to share their lessons.
[Full Article]   Jun-16-2013

 

Make Training Count: 10 Tips for Increasing ROI

There are countless potential benefits or returns on investments made in training (such as increased performance, more motivation, higher customer and employee satisfaction, increased organization success, etc.) “Potential” is the key word in that sentence, because some critical ingredients (components) need to be present to ensure success. To get the most out of your training, follow these 10 tips.
[Full Article]   Jun-16-2013

 

The Dark Side of Customer Service: When the Customer Is "Right" but Insane

Horrible customer service stories highlight the need for some caveats to rules like "the customer is always right" -- because they can't always be right. Businesses need to create a culture that both solves for the customer and empowers customer service employees to know when and how to draw a line if necessary.
[Full Article]   Jun-16-2013

 

Forrester Data Shows an Explosion of Channels for Customer Service with Inconsistent Satisfaction Ratings

We know that consumer preferences for customer service channels are rapidly changing. And it’s not just the younger generation of consumers -- there’s disruption and change across all ages and demographics. However, the satisfaction of customers with interactions on these channels often miss the mark.
[Full Article]   Jun-16-2013

 

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