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Contributed Articles

Attract and Keep A-Players with Nonfinancial Rewards

Attracting and retaining top talent are perennial concerns among managers, in good times and in bad. With salaries frozen even as the scope of work expands, managers find it nearly impossible to lure A-players and compensate existing high performers without breaking the budget. The good news? They may not have to.
[Full Article]   Jun-03-2012

 

How Social Media Can Provide Customer Support

Is it really possible to provide tech support in 140 characters? Industry experts, including Dell, offer sound advice and proven techniques to help you move beyond marketing blasts to provide social customer support.
[Full Article]   Jun-03-2012

 

Top Five Performance Indicators for Assuring a Great Customer Experience

Today’s contact centers are extremely complex, featuring multiple communication channels, self-service applications, routing schemes, agent groups, and vendor equipment. Often companies may not even know there is an issue until it has been reported by a customer. Frustrated customers today have no problem taking their business elsewhere, and they’re likely to tell others about their experience. A complaint that years ago would have been aired to a small circle of family and friends can now easily reach thousands (or maybe even millions) via social media. To better understand customer experience, it is important to track certain key performance indicators (KPIs).
[Full Article]   Jun-03-2012

 

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

 

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