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Contributed Articles

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

 

10 Predictions for what the CIO Role will Look Like in 2020

What will the job of CIO be like in the year 2020? In many ways, the answer is already clear: The IT leader will still be the nucleus of any company, working closely with business executives and strategizing about future technology directions, leading a staff of highly trained professionals and championing streamlined technical operations. At the same time, we also know that technology will change dramatically.
[Full Article]   May-20-2012

 

CEO Guide to Customer Experience Technology

Learn how companies from PepsiCo Inc. to Royal Caribbean Cruises Ltd. are adopting tablets, digital signs, touch-screen kiosks and mobile applications to help customers interact with products before buying and capture part of the estimated 85 percent of purchases that will be influenced by some sort of digital experience in 2015.
[Full Article]   May-13-2012

 

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