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Contributed Articles

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

 

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

 

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