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Contributed Articles

The Key to Great Service is How You Respond to What Customers are Saying

Many enterprises have invested and continue to spend millions of dollars on their customer service and contact center departments. Despite these investments, there are very few examples of companies with a reputation for stellar service, even though delivering an outstanding customer experience is now viewed as a top priority by a large number of executives. What’s wrong with this picture?
[Full Article]   Oct-21-2012

 

Why Business IT Innovation is so Difficult

Done right, IT has the potential to completely transform business by flattening hierarchies, shrinking supply chains, and speeding communications, says Harvard professor Kristina Steffenson McElheran. Why, then, do so many companies get it wrong?
[Full Article]   Oct-21-2012

 

Cloud Careers: It's a Seller's Market

IT professionals who have learned to work across traditional borders are the hot ticket in the current cloud-crazy job market. In a cloud-based deployment, there can't be the kind of technology handoffs between silos in IT seen in the past. To achieve the efficiencies of a cloud investment, there has to be staff that can manage the layers of the cloud in cooperation with each other. The exact titles for these new hybrid jobs -- as well as the set of duties to be carried out by the individuals who fill them -- are still in a state of semantic and substantive flux. Some, like cloud architect, cloud software engineer/developer, cloud systems administrator, do indeed make the "cloud" bent quite obvious.
[Full Article]   Oct-14-2012

 

3 Ways to Improve Customer Care with Call Recording

While talk in the customer care industry is focused on social, you may want to consider improving your customer care with another tactic – call recording. While many large companies already employ this technology within their call centers, many smaller businesses have much to gain as well. Call recording is not only valuable for your organization, but also for your employees and overall business growth.
[Full Article]   Oct-14-2012

 

How to Build Trust in a Virtual Workplace

Teams can't function well when co-workers don't trust one another. Building and maintaining trust in the traditional, physical workplace is difficult enough, but the process is even tougher in a virtual environment where people often have to work with people they haven't met in person. Studies have shown, however, that trust can indeed be actively accelerated and maintained on virtual teams even when they have to be assembled on the fly with employees scattered across the globe. According to our research, the following best practices will help.
[Full Article]   Oct-14-2012

 

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