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Contributed Articles

15 Ways to Strengthen Your Contact Center

I was recently part of a conference panel discussion designed to share a wide range of ideas on improving call center operations. The rules were simple: Each idea had to be conveyed in less than a minute, and had to be applicable to any type of center. In that spirit, here are 15 ways to strengthen your center (they are presented here in no specific order, and I use the terms call center and contact center interchangeably).
[Full Article]   Sep-23-2012

 

Shadow IT is Out of the Closet

Shadow IT has burst out of the closet and is waltzing around the corporation, leaving IT departments rushing to do damage control. Lines of business are now getting their own official technology budgets for non-standard software products. Departments can automate a business process in the time it would take to enter IT's development pipeline. Shadow IT has been freshly-labeled "departmental IT." How do we change this? Should it even be changed? Have business units earned the right to assume traditional IT work? These questions will confront executives within and outside IT for the remainder of the decade as corporate governance extends to IT expenditures.
[Full Article]   Sep-23-2012

 

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

 

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