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Contributed Articles

Make Training Count: 10 Tips to Increase ROI

There are countless potential benefits or returns on investments made in training (such as increased performance, more motivation, higher customer and employee satisfaction, increased organization success, etc.) “Potential” is the key word in that sentence, because some critical ingredients (components) need to be present to ensure success. To ensure your best possible chances of success, here are a few tips.
[Full Article]   Jul-08-2012

 

Three Diseases of C-Level Executives

Not bound by geography, or even limited by profession, there are three maladies that can infect the high and the mighty. Defensive subordinates, as well as corporate up-and-comers, need to watch for the afflicted and avoid them at all costs. Let's look at each in uncomfortable detail.
[Full Article]   Jul-08-2012

 

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.
[Full Article]   Jul-08-2012

 

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.
[Full Article]   Jul-08-2012

 

This Embarrasses You and I*

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.
[Full Article]   Jun-24-2012

 

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