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Ten Trends in Contact Centers
Today's best-in-class contact centers have a secret -- they are implementing the following trends for greater efficiency, effectiveness and ultimately operational excellence. Based on research of contact center executives, vendors and thought leaders, best-in-class contact centers either already have or will be adopting the following 10 trends in the near future.
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Say What You Mean And Mean What You Say
Because They Take You at Your Word
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The Community Network Solution
Payroll and HR for Smaller Businesses: New Services Can Save Time and Money
Odd Hours: Part of the Job?
Making Workplaces Fit for all Willing Workers
Around the World, Around the Clock
100 Best Companies to Work For
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The Stress-Free Call Center?


Employee Performance Management Takes Center Stage
In the new benchmark report, “Managing Employee Performance,” Aberdeen Group, found that while 78% of all organizations have a formal process in place to manage employee performance, Best-in-Class organizations are utilizing employee performance management (EPM) to achieve dramatic performance gains (including an average 24.5% improvement in the percentage of goals attained) that are otherwise unattainable by all other organizations. For organizations that achieved Aberdeen’s Best-in-Class status (the top 20% of aggregate performance scorers) in managing employee performance, the study shows that it starts with a focus on creating internal processes and organizational capabilities, including:

  • A process that holds managers accountable for employees' performance management
  • A process that ensures employees understand how their performance affects organizational goals
  • Standardized performance ratings across the organization for consistency in reviews
  • Informal meetings with managers and employees to define goals
  • The F Word Means You're Fired!
    As the economy continues to sour, curse words have become standard parts of speech in many offices across the country. But beware, cussing at work could cost you your career. A new survey out today from TheLadders.com, an online marketplace for $100k+ jobs, reveals that 36% of US bosses have issued a formal warning, and 6% have fired an employee for swearing, deeming a foul mouth the most punishable of all workplace faux pas. The poll of more than two thousand executives conducted by TheLadders.com also finds that 81.2% of senior execs find a foul-mouthed colleague unacceptable to work alongside in the office.

    TheLadders.com report looked at how seriously senior managers viewed manners and office etiquette. They found that 98.7% of survey respondents believed that the idea of office etiquette does exist and the majority (69.7%) said that they would fire an employee for bad office manners. The bulk of respondents (82.4%) have given an official warning for etiquette offences such as personal calls, loud talking or revealing clothing.


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    2008 Service & Support Metrics Survey Results

    This annual survey explores the state of enterprise service and support -- current industry trends, future plans, technology adoption, workforce issues, benchmarking strategies, metrics and other areas.

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