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Contributed Articles

How CIOs Can Help Companies Survive the Age of the Customer

CIOs and their teams are under increasing pressure to deliver both technology and business process solutions that will improve their customers’ experience -- across the entire customer life cycle, from discovery and consideration through purchase and use. Although it can sometimes be difficult to see the connections between customer experience and the systems, processes, and policies that exist deep behind the scenes, it’s critical for CIOs to understand them. Competing in the age of the customer relies heavily on your ability to deliver technology that improves the customer experience.
[Full Article]   Sep-23-2012

 

Boost Your Bottom Line with a Wellness Program

Attrition, absenteeism, and rising healthcare costs negatively affect both service and the bottom line. Employees are better able to serve customers when they are healthier and their stress is managed. Not only has our wellness program increased the health of our employees, but it has also solved some of our key management issues. Here’s how we’ve designed our program.
[Full Article]   Sep-16-2012

 

The Simplicity Thesis

A fascinating trend is consuming Silicon Valley and beginning to eat away at rest of the world: the radical simplification of everything. Want to spot the next great technology or business opportunity? Just look for any market that lacks a minimally complex solution to a sufficiently large problem.
[Full Article]   Sep-16-2012

 

How Chronic Operational Problems Can Cause CSRs to Stop Trying

Customer Support Representatives must often take the brunt of customers’ anger for chronic operational problems that are beyond their control. This can be a frustrating experience for a rep that truly cares about service but feels powerless to help their customers. Over time, it can lead to a condition psychologists call “learned helplessness” where failure is accepted as a foregone conclusion and any effort to change things is seen as futile.
[Full Article]   Sep-16-2012

 

The Rise of the New Contract Worker

More and more people are choosing a contingent work style -- that is, temporary work that may be project-based or time-based -- over full-time or part-time work. Temporary placement service provider Adecco predicts that the rate of growth in contingent workers will be three to four times the growth rate among traditional workforces, and that they eventually will make up about 25% of the global workforce. One reason for the increasing popularity of contingent work is involuntary: not everyone can find full-time employment. But, intriguingly, more and more people are choosing a contingent work style.
[Full Article]   Sep-16-2012

 

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