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Contributed Articles

Training Tenured Agents on New Techniques and Technologies

One of the most challenging parts of organizational change is the requirement to train seasoned employees on new systems or processes. And the main reason up-skilling and re-skilling of experienced employees is so difficult? Fear.

[Full Article]   Apr-10-2015

 

Zappos gives employees exit prize if culture change is turnoff

No job titles. No traditional bosses. No conventional corporate hierarchy. It might sound nice, but would you really want to work there? Thatís the question, essentially, that Zappos is asking its employees after experimenting with a radical approach to management.

[Full Article]   Apr-06-2015

 

Why Customer Experience Excellence Requires HR Engagement

People are at the center of providing or receiving customer experiences. And itís commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. So, it stands to reason that Human Resources (HR) departments have great potential to influence customer experience (CX).
[Full Article]   Apr-06-2015

 

Successful IoT Projects Need Corporate IT Know-How

Thereís certainly some technology push contributing to the current high visibility of the Internet of Things (IoT). Cloud, embedded software and mobile communications all make the IoT possible. But the IoT business case needs identifiable, down-to-earth use cases and opportunities. This article uses some examples to highlight the value of the business know-how of corporate IT for successful IoT projects.

[Full Article]   Mar-27-2015

 

2015 is a Great Year for Contact Centers

The contact center world is on fire. Never before have enterprise executives so fully appreciated the contributions and benefits of these customer-facing organizations. Innovation is robust and rapid, driven by the new generation of cloud-based contact center infrastructure vendors who are not limited by the traditional 6- to 18-month software release cycle. This article presents 4 contact center trends that are expected to attract substantial investments during 2015. All of these trends will make substantial contributions to their enterprises, customers and employees.


[Full Article]   Mar-26-2015

 

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