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Contributed Articles

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

 

How to be Extremely Productive

Professor Robert Pozen discusses his new book, Extreme Productivity: Boost Your Results, Reduce Your Hours, in which he shares performance-enhancing tips on everything from better sleep on overnight business flights to dealing with employees' mistakes. From the HBS Alumni Bulletin.
[Full Article]   Mar-03-2013

 

How to Overcome the Divide Between Temporary and Permanent Staff

Temporary agents are often effectively employed in call centers to handle simple transactions and call peaks, or to run short-term campaigns. Call centers may also consider employing temporary agents on a longer-term basis in order to avoid a commitment to increasing or replacing permanent staff. In this case, the employer needs to be aware of staff resentment issues which can emerge when the same duties are performed by both temporary and permanent staff on a long-term basis, and how to prevent and resolve these problems.
[Full Article]   Mar-03-2013

 

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