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Contributed Articles

Tracking Sensors Invade the Workplace

As Big Data becomes a fixture of office life, companies are turning to tracking devices to gather real-time information on how teams of employees work and interact. Sensors, worn on lanyards or placed on office furniture, record how often staffers get up from their desks, consult other teams and hold meetings. Businesses say the data offer otherwise hard-to-glean insights about how workers do their jobs, and are using the information to make changes large and small, ranging from the timing of coffee breaks to how work groups are composed, to spur collaboration and productivity.
[Full Article]   Mar-10-2013

 

What If? A Simple Process for Exceeding Customer Expectations

"What if" questions allow creative and profitable ideas to take form. To make it work for your company, resist the urge to reject any idea until they’re all on the table. Even the best ideas can be easy to dismiss. Read on to see how three companies got breakthrough results in exceeding customer expectations.
[Full Article]   Mar-10-2013

 

5 Things That Trip Up Skills Based Routing (And What To Do About Them)

In many cases, skills-based routing has created difficult new problems that have tempered or obviated the potential benefits: difficult forecasting challenges, complex staffing puzzles and volatile service levels. As with most technologies, the benefits of skills-based routing are commensurate with the clarity of the purpose for which it is to serve, and the soundness of the underlying processes by which it is managed. This article presents five of the most common problems, and what to do about them.
[Full Article]   Mar-10-2013

 

15 Essential Beliefs to Deliver a Super Customer Service Experience

Customers always remember a super customer service experience. This article presents 15 essential beliefs for your support team to remember.
[Full Article]   Mar-10-2013

 

How to Give a Meaningful "Thank You"

Forget the empty platitudes; your star employee is not a "godsend." They are a person deserving of your not infrequent acknowledgment and worthy of appreciation and respect. When was the last time you thanked them — really thanked them?
[Full Article]   Mar-03-2013

 

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