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Contributed Articles

7 Tips for Managing Virtual Teams

In the past, it was believed that to be an effective and efficient organization, team members should be located together. However, it is more important that team members understand the project goals and objectives whether or not they interact and communicate in the traditional face-to-face manner. There are many moving parts to a virtual team that makes managing them that more difficult. Here are a few tips and techniques to follow.
[Full Article]   May-06-2012

 

Use the Voice of the Customer as Your Ticket to the Future

Customer Experience (CE) has become the star initiative of senior management looking to enhance revenue and margins. The CE is a huge opportunity for call center directors if they create the capability to measure, guide and enhance it: in some cases, creating the opportunity to become the Chief Customer Officer (CCO). To get the gig, youíll have to develop a new act and reallocate significant resources away from call handling and call quality and toward collecting and analyzing broader Voice of the Customer information. But, this reallocation could easily create a ten-fold increase in the departmentís impact on the companyís bottom line.
[Full Article]   May-06-2012

 

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

 

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