The Link Between Key Performance Indicators and Workforce Optimization
A contact center's Key Performance Indicators can impact on the entire organization. Workforce optimization solutions provide the tools needed within the contact center to compile and improve KPIs, so cohesion between the two is necessary.
12 Take-Note Online Customer Service Statistics for 2012
Since 2000, the number of internet users has grown by 528%. Almost a decade after customer service teams first embraced email as a support channel, consumers are now courting social media as the next evolution in customer service and support. Here are 12 noteworthy 2012 statistics that speak to the evolution of online customer service.
Managers are fighting an epidemic of grammar gaffes in the workplace. Many of them attribute slipping skills to the informality of email, texting and Twitter where slang and shortcuts are common. Such looseness with language can create bad impressions with clients, ruin marketing materials and cause communications errors, many managers say.
3 Ways You Can Be the Manager No One Wants to Leave
The most common reason employees voluntarily leave their jobs is not the company or the work--it's the boss. The most decisive factor in employee retention is the quality of the employee-manager relationship. Here are three simple practices that any IT manager can adopt to make them the type of manager IT professionals will want to work for.
How to Build Collaboration in the IT-Analyst Partnership
Day in and day out, IT people take data from operational systems and move it into enterprise data warehouses and transform that data for operational reporting. It’s their standard “blocking and tackling” and the contents of the data don’t play a major role in their activities. Conversely, analysts often display significant creative abilities that they apply to their analyses. Their challenge is to take the data from IT and perform sophisticated discovery processes to identify different patterns and trends that were previously hidden in said data. Shouldn’t IT and analyst teams fit together well? Shouldn’t their abilities and traits dovetail nicely? Not exactly.