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Contributed Articles

Managing Two People Who Hate Each Other

Managing people is never easy, but when the animosity between two of your direct reports escalates to the level of hatred, how do you minimize the drama and keep your team on track? Before you call for a professional mediator, remember that this is a fundamental part of your job as a manager. Try the following approach to get at the root of the problem and resolve the conflict once and for all.
[Full Article]   Jun-08-2014

 

Are Your Employees Getting the Praise They Deserve?

Employees in any workplace desire -- and deserve -- praise. We’re all familiar with performance reviews and “Employee of the Month” awards. But are those old-school tactics really getting at the heart of employee praise? It’s doubtful.

[Full Article]   Jun-03-2014

 

Best Practices for Optimizing Multichannel Support

Adopting new customer engagement channels like social media and SMS messaging is supposed to improve the customer experience by making it easier for customers to communicate with your business. But each new channel adds complexity to the contact center. This article presents a few best practices for enabling multichannel customer support via the agent desktop.
[Full Article]   Jun-01-2014

 

How CIOs can lead their company’s information business

CIOs must reimagine their role, seeing themselves—and encouraging others to see them—as chief executives of an information business. Like any chief executive, the CIO should bring vision, direction, and organization to the company’s big data investment priorities. That means engaging internal customers on their biggest challenges while attracting the best talent and suppliers; most important, it means being accountable for execution and results.
[Full Article]   May-23-2014

 

Is Tech Eroding Consumer Loyalty?

Consumers used to make these decisions relative to other things—a brand name, a list price, or their own past experience with a company. But today, consumers are basing more and more decisions on the absolute value of things. A technological revolution is driving this shift, as various new tools help us assess the quality of products and services we’re considering.
[Full Article]   May-21-2014

 

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