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Contributed Articles

Turn Your Company into a Customer Platform

Many firms are rethinking their businesses, envisioning themselves less as providers of internally-created products and services, and more as platforms that allow customers to create their own experience and value. This new view and way of operating actually helps companies come closer to achieving the ideal of giving customers what they want, when, where and how they want it. Social media and the Internet, of course, are rapidly creating many of the tools to facilitate this. Let's look at four key steps that organizations can take to move toward this ideal.
[Full Article]   May-06-2012

 

The Upside of Shadow IT

Gartner predicts that in less than three years, 35% of enterprise IT expenditures will happen outside of the corporate IT budget. Employees will regularly subscribe to collaboration, analytic and other cloud services they want, all with the press of a button. Others will simply build their own applications using readily available cloud-based tools and development platforms. Either way, the corporate IT department will be bypassed. Now, the reality: Employees have been doing an end run around corporate IT and using shadow IT systems -- that is, systems built and used in companies without organizational approval -- for decades.
[Full Article]   May-06-2012

 

Video Interview Bloopers To Avoid

A number of companies now use video interviews to meet job candidates, but not everyone is camera-ready. Senior managers in a Robert Half survey recently recounted situations in which video interviews went awry.
[Full Article]   Nov-30--0001

 

5 Tips For Creating a GREAT Customer Service Call Center Culture

You learn some things after running contact centers for 20+ years. The following are 5 tips on changing or creating a great contact center culture in your customer service center.
[Full Article]   Nov-30--0001

 

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