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Contributed Articles

Six Secrets to Doing Less

In the pursuit of innovation, leaders are often faced with three critical decisions: what to follow versus what to ignore, what to leave in versus what to leave out, and what to do versus what not to do. Many of the most original innovators tend to focus far more on the second half of each choice. They adopt a “less is best” approach to innovation, removing just the right things in just the right way in order to achieve the maximum effect through minimum means and deliver what everyone wants: a memorable and meaningful experience. It’s the art of subtraction, defined simply as the process of removing anything excessive, confusing, wasteful, hazardous, or hard to use -- and perhaps building the discipline to refrain from adding it in the first place. These six rules help guide that discipline.
[Full Article]   Feb-03-2013

 

Ready, Set, Compete: The Benefits of IT Innovation

These days, innovators must play by a new set of rules. IT leaders find themselves taking a fresh look at project management and resource planning as they seek to accommodate business demands for speed to market while assessing a deluge of new tools driven by new technologies. Developing the "next big thing" requires fearlessness, a fast pace and a fascination with new ideas, not to mention reliable partners and an open-minded team of professionals who can imagine the possibilities -- a tall order in an often "command and control" IT environment. This article takes a look at how four IT executives have learned to "fail fast and move on" with innovation while maintaining a competitive advantage in a cutthroat marketplace.
[Full Article]   Feb-03-2013

 

We'll Call You: Putting an End to On-Hold Misery

It's a universal reality: Customers dislike waiting on hold. Now call-backs and virtual queuing are changing all that. Call-backs benefit customers, most of whom would rather not be tied up listening to grating music or repetitive reassurances of their importance to the company. They also benefit call centers, which don't have to tie up phone lines and other resources with callers on hold.
[Full Article]   Feb-03-2013

 

Customer Experience: Is It The Chicken or Egg?

Customers expect vendors to invest financially, intellectually and emotionally in understanding and consistently meeting their evolving expectations. The good news is that B2B vendors are starting to transform their entire organizations – people, process, technology – to align outward to customer experiences.
[Full Article]   Feb-03-2013

 

2013 Contact Center/Back-Office Application Shopping

It's been a tough few years for businesses. Technology investments have been constrained since the financial crisis first hit in 2009, creating great pent-up demand. This demand has been fueled by a new generation of highly innovative, actionable and surprisingly practical solutions delivered by contact center and back-office vendors. Here is DMG’s list of 9 new or greatly improved applications/solutions that enterprises should consider investing in, due to their highly compelling value proposition. Each of these solutions can help contact centers or back office enhance the overall customer experience while improving staff productivity, which are two top enterprise goals for 2013.
[Full Article]   Feb-03-2013

 

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