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.
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.
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.
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.
How to Become a Better Communicator with Your IT Staff
Do you find that you or your IT team members aren't communicating as well as they could or should? If you said 'yes,' here are two powerful techniques you can apply to significantly improve the way you communicate and the impact you achieve.