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Contributed Articles

CE: Our Next Great Customer-Focused Buzzword

Customer engagement is not about creating communities. It's not about providing better service. It's not about gamification of the customer relationship, or about more effective marketing automation, or about establishing channels for co-creation of products or services. It's about all those things, and a lot more.
[Full Article]   Sep-30-2012

 

How To Be A Great Manager That Employees Want To Work With

In this interview, Jill Geisler, author of Work Happy: What Great Bosses Know, talks about what it takes to be a happy manager despite the poor economy, how social media can create a happier work environment, and more.
[Full Article]   Sep-30-2012

 

How Busy Is Too Busy? Create a Realistic Occupancy Goal for Your Contact Center

In today's economy, most of us have been asked to squeeze more “blood out of a turnip,” (and often this turnip has already been dehydrated to the point it now resembles recycled shoe leather). As a result, we – as leaders in the contact center – are always looking to creatively drive and increase efficiency, and create quick and delightful customer service, as well. To accomplish this, we fully realize we will be increasing pressure on both our “systems,” as well as on our people. But, do we really consider all of the factors in our equation?
[Full Article]   Sep-30-2012

 

KM in the Cloud

The world of KM technology is ever changing and yet, in some ways, never changing. At its heart is the need to manage and extract value from ever growing volumes of both paper and electronic documents. Yet, as the volume of information and the complexity of doing business today become ever more burdensome, the KM technology must keep adjusting to meet the changing needs of buyers and users. So what is in fashion this year? Well, the biggest area of interest must be cloud.
[Full Article]   Sep-23-2012

 

5 Easy Steps to Tune Up Agent Performance

Engaged, high-performing agents are the dream of every manager. Yet there's always a wide range of performance from high, to average, to low. If agents perform essentially the same job, why does their performance vary so much? When agents are measured against the same metrics, why do some agents excel while others lag behind? A personalized performance “tune up” for each agent can raise the bar and optimize results.
[Full Article]   Sep-23-2012

 

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