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Contributed Articles

When Employees Are Their Own Brands

Meet your newest management headache: the co-branded employee. A growing number of professionals are using social media to build a personal, public identity—a brand of their own—based on their work. Think of an accountant who writes a widely read blog about auditing, or a sales associate who has attracted a big following online by tweeting out his store's latest deals. Co-branded employees may exist largely below the radar now, but that's changing fast, and employers need to start preparing for the ever-greater challenges they pose for managers, co-workers and companies.
[Full Article]   Nov-11-2012

 

IT Has Changed, but IT Budgets Haven't

The demands on IT departments keep changing, but their budgeting processes aren't keeping pace. The IT budgeting process at most companies still looks like the same old exercise in containing IT costs. However, IT's new place in business innovation and revenue generation is putting new demands on the budget process.
[Full Article]   Nov-11-2012

 

Planning is the Best Way to Minimize Disaster Impacts

As hurricane Sandy bears down on the East Coast, it reminds me of the importance of disaster recovery (DR) and business continuity (BC) planning, something that too many contact centers neglect. Most enterprise leaders agree that disaster recovery and business continuity planning is critical, but all too often budget constraints prevent organizations from making the necessary plans. Unfortunately, hurricanes, tornadoes, snowstorms, floods, fires and acts of terrorism remind us of how important it is to have strong DR and BC plans in place.
[Full Article]   Nov-11-2012

 

How to Develop a Customer-Focused Culture

A strong and unwavering commitment to customer satisfaction is needed from all involved to ensure continued survival and growth. This requires having a customer focus – an attitude and practice that places customer and provider in a partnership to achieve positive results. Customer focus is not what is delivered but how it is delivered. To develop a customer-focused culture, all that is needed is to get everyone on board with the concept that the customer’s needs come first and then to work together to make sure that you do what is needed every day, in every way. Sounds simple, right? So how do we get there?
[Full Article]   Nov-11-2012

 

The Top 10 Strategic CIO Issues For 2013

Perhaps no C-level position has undergone as many changes in expectations, approaches, and philosophies during the past few decades as that of the Chief Information Officer. And the turbulent forces shaping businesses in today’s always-on global marketplace promise to accelerate that ongoing evolution. In that context, I’ve put together a list of what I believe will be the top priorities for strategic CIOs in the coming year. As you’ll see, each of these 10 is rooted in change, and calls for the CIO to be a leader instead of a follower; a disrupter instead of a go-alonger; and a business-driven executive instead of a tech-focused manager.
[Full Article]   Nov-11-2012

 

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