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Contributed Articles

The Growing Importance of Managers in Employee Engagement

Long overlooked, or at least given a lower priority in many companies, internal communications has seen a surge in perceived value in recent years. Names may change -- more and more "internal communications" is being described as "employee engagement" -- but it is clear by whatever description is used, most importantly, there are two significant and desired action items for employees to embrace: developing a sense of shared purpose and passionately following through every day on that sense of purpose.

[Full Article]   Mar-12-2015

 

Ten top reasons why employees resist change

We all hate change but, as an employer, if you expect resistance to change and then plan for it from the start, it will help to allow you to effectively manage objections, sometimes even before they are raised. At the end of the day all sources of resistance to change need to be acknowledged and peopleís emotions validated if your change program is to be a success.

[Full Article]   Feb-17-2015

 

15 Customer Service Tips for 2015

Itís a new year. As we kick off 2015, I thought I would share some of my favorite customer service tips. So, here are 15 customer service tips for 2015.

[Full Article]   Jan-01-2015

 

Customer Service vs. KPI Targets

Great customer service is all about exceeding customer expectations and hopefully delighting customers with the result of a series of interactions, be they with people, websites, IVR or more likely a combination. However, I'm often incensed beyond frustration by obtuse processes and ill-informed call-center agents, to the point where I'd never knowingly use the firm concerned, their products or services, ever again. Why is this? Are my expectations too high?
[Full Article]   Dec-24-2014

 

9 Ways to Keep Employees Motivated and Productive During the Holidays

HR experts and business leaders share their strategies on how to ensure employees are productive between Thanksgiving and just after the New Year.
[Full Article]   Dec-09-2014

 

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