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Contributed Articles

Good Social Customer Conversations: Start by Listening

Social media sites are all about having conversations, and that's true for businesses as well as individuals. The trick for businesses is knowing how and when to engage in these conversations -- and how to keep up with them. Like any conversation, listening is important, and it's one way that businesses can begin to engage their customers.
[Full Article]   Aug-05-2012

 

Setting IT User Policies That Work

The wave of new age technologies that are invading the enterprise has spurred the debate on who sets IT user policy and how organizations can control it. Be it full-fledged enterprise mobility or accessing corporate e-mail over the phone, there needs to be a specific set of rules and guidelines incorporated in the user policy that defines who gets to do what, when and where.
[Full Article]   Aug-05-2012

 

The Customer Is King

When their customers come first, companies can thrive even as consumer critiques explode on social media and as the economy stagnates. The proof lives at corporate culture pioneers Zappos.com, Southwest Airlines and The Walt Disney Co. These highly successful enterprises offer different philosophies, management strategies and lessons that can be adapted and applied to smaller businesses. But the underlying keys are happy customers and, just as important, happy employees.
[Full Article]   Aug-05-2012

 

Practical Tips to Tackle Absenteeism

It's [insert shift start time here], do you know where your agents are? If you answered, "not in their seats!" you're not alone. Absenteeism is an epidemic that plagues a vast number of contact centers. What can we do?
[Full Article]   Aug-05-2012

 

Harvard Business Review: Cultural Change That Sticks

When properly harnessed, an organization’s culture can be a true differentiator that no competitor can duplicate. However, as pressures on companies build, leaders often become frustrated with the comparatively slow pace of culture evolution. In the rush to implement new strategies and make performance improvements, the legacy culture -- employees’ ingrained ways of doing things -- can seem like the greatest barrier to change. Unfortunately, most well-intended efforts to “change the culture” fizzle out, fail, or backfire. Here's the good news: There is an alternative.
[Full Article]   Jul-29-2012

 

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