Maintaining a day job and keeping pace with technology is an ongoing challenge. Demand for mid- to senior-level IT professional with expertise in multiple IT disciplines is on the rise. Meanwhile, junior-level positions are being eliminated, automated or removed from the core environment, limiting the ability to grow talent. The upshot: IT professionals will need to adopt a renaissance mentality.
Contact center performance management (CCPM) is a process and an application, both of which are misunderstood and underappreciated by the market. The concepts underlying CCPM represent a well-tested approach to data-driven management being applied in a variety of ways throughout enterprises. The idea is to quantify and measure key contact center activities in order to identify out-of-adherence situations that require remediation. So why aren't more Contact Center Managers adopting CCPM?
Five Self-Defeating Behaviors that Ruin Companies and Careers
In turbulent times, it's hard enough to deal with external problems. But too often people and companies exacerbate their troubles by their own actions. Self-defeating behaviors can make any situation worse. Put these five on the what-not-to-do list.
It's essential that your social agents have a strong customer-service history -- they should be your top agents. Many of our customers establish their social teams with their executive or VIP service agents to ensure the best and brightest are representing their brand publicly. Maintaining a high level of written communication skills is highly critical.
Even as employers remain cautious next year about every dollar spent on employees, they'll also want workers to show greater skills and results. For employees who want to get ahead, basic competency won't be enough. To win a promotion or land a job next year, experts say there are four must-have job skills.