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Contributed Articles

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.
[Full Article]   Sep-16-2012

 

Employee-Suggestion Programs That Work

The key to operating a successful employee-suggestion program is to stop spending so much time on big-bang projects and focus on solving "low-hanging-fruit" problems.
[Full Article]   Sep-09-2012

 

The Rules of Employee Engagement

Engaged employees who are satisfied with their jobs and feel that they're making a contribution to their organizations and helping customers are more likely to work hard for their company's success. It is therefore imperative for organizations to make sure that they achieve and retain high levels of employee engagement. However, the reality in the United States is far from the ideal.
[Full Article]   Sep-09-2012

 

Misconceptions About Social Media

I recently met with a group of highly experienced contact center leaders to discuss a variety of hot topics. We engaged in a spirited discussion about how best to handle social media. This is a critical topic today, as few organizations appear to be doing this well. During the conversations, a few organizational misconceptions and examples of mishandlings came up; it was alarming, as these are the kinds of things that are happen today. This article presents the three of the most serious issues raised during our conversation.
[Full Article]   Sep-09-2012

 

Infographic: Improve Your Customer Service – “Destination Customer Satisfaction”

A survey by Genesys revealed that the cost of poor customer service in 16 key economies on our planet is around $338.5 Billion! As a reaction to this astonishing number GetApp has prepared an infographic to educate small business owners about the dangers of poor customer service and ways to improve it. The infographic is packed with facts and information that will bring your customer service to the next level.
[Full Article]   Sep-09-2012

 

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