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Contributed Articles

How a Single Moment Can Change the Customer Service Experience

When customers reach out for support, what do they really expect? When encountering a particular situation repeatedly, the human mind is amazingly good at “scripting” portions of the behavior for use in the future. This process in apparent in physical activities (e.g., driving a standard transmission) as well as social interactions (e.g., introducing yourself to a stranger). So it's pretty simple -- when reaching out to support people expect the experience to be bad.
[Full Article]   Oct-07-2012

 

Engaging, Empowering and Enriching Employees for Increased Earnings

According to Gallup, more than two-thirds of American workers are not engaged or disengaged in their workplaces. In this article you’ll learn about the cost of disengagement, and 7-step process to engaging and empowering employees in your organization to improve the Big E. Its people that make things happen!
[Full Article]   Oct-07-2012

 

CIOs Review Early Lessons, Challenges with Enterprise Mobile

Chief information officers are no strangers to change. Mainframes, personal computing, and the Internet have all transformed the world of business technology for both enterprises and technology vendors. Now, CIOs see the next disruption coming fast. Mobility.
[Full Article]   Oct-07-2012

 

When IT Services are Free, Guess the Consequences

The substantial growth in IT over the past decade has moved IT from being a back-office support function to a critical and strategic function. User demand for faster response times, more information and sophisticated equipment are driving IT spending upward at an ever-increasing rate; IT now ranks among the top category of expenditures for many organizations. If IT does not internally “charge back” its expenses or provide “show back” to its users for its services, then expenses grow out of control.
[Full Article]   Oct-07-2012

 

5 Dysfunctional IT Relationships -- and How to Repair Them

In large technology departments, dysfunctional relationships breed like mushrooms in a dank basement. Your dev and ops teams are no longer on speaking terms, while your junior and senior developers can't seem to agree on anything. IT and legal are constantly at each other's throats. Storage wonks are ready to declare war on the database admins, while sys admins seem to be on everyone's bad side. Why can't they all just get along?
[Full Article]   Oct-07-2012

 

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