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Contributed Articles

Bridging the Communication Gap between Contact Centers and IT

The contact center’s top priorities are to improve productivity and keep costs down, to maintain service quality and provide an outstanding customer experience. IT ‘s top goals are to keep systems up and running, keep costs and complexity down through standardization and simplification, and to use technology to provide a strategic advantage. This article presents how to bridge the communication gap between the two groups.
[Full Article]   Jun-03-2012


How To Lose Your Best IT Employees

Two out of every five IT pros are looking for a new job, our 2012 U.S. IT Salary Survey data shows. Are you counting on high unemployment, or maybe that rickety foosball table in the lunchroom, to keep your best people from leaving? IT leaders have the advantage here, and not only because of the shaky job market. Most of those IT job seekers are only casually looking, and based on how highly our data shows they value job stability, they'd rather stay where they are. So if IT leaders understand the few, critical job elements that matter to their employees, they have a good shot at retaining them.
[Full Article]   May-20-2012


How to Get Feedback When You're the Boss

The higher up in the organization you get, the less likely you'll receive constructive feedback on your ideas, performance, or strategy. No one wants to offend the boss, right? But without input, your development will suffer, you may become isolated, and you're likely to miss out on hearing some great ideas. So, what can you do to get people to tell you what you may not want to hear?
[Full Article]   May-20-2012


Declining Employee Loyalty: A Casualty of the New Workplace

If loyalty is defined as being faithful to a cause, ideal, custom, institution or product, then there seems to be a certain amount of infidelity in the workplace these days. The 10th annual survey of employee benefits, trends and attitudes released in March by MetLife puts employee loyalty at a seven-year low and says one in three employees plans to leave his or her job by the end of the year. Wharton faculty and others look at the evolving relationship between employees and employers.
[Full Article]   May-20-2012


Call Center Agents' Behavior Should be Focus -- not Clunky Metrics

Call center managers would do better to scrap that binder stuffed with hundreds of metrics for gauging call center agent performance and instead consider the perspective of the customer. That means treating agents in the same manner as customers: as people and not numbers.
[Full Article]   May-20-2012


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