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True Tales of Call Center Agent Empowerment
Micromanagement and a lack of agent inclusion in key decisions and projects are all too common in today's customer contact arena; however, there are a number of organizations that not only recognize the impact of an empowered frontline but also walk the talk in that regard. Where does one find such agent-centric organizations? They are all over.But rather than make you travel the globe in search of them, we thought it a good idea to bring several to you.
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Age Before Beauty?
The H-1B Visa has Got to Go
How To Find A Great IT Job In A Bad Economy
Staffing for the Direct to Support Representative Model
Do Workers Shun The Help Desk?
If You Fire People, Don't be a Jerk About it
Need a Job? Resume Tips for Techies
To Optimize Your Workforce, Remember That They're People
Call-Center Management with a Human Touch
Strengthening the Employee-Customer Interaction
Stimulus Could Boost IT Job Prospects
If You Fire People, Don't Be a Jerk About It
The Dislocated Americans
The Employee Survey: What's in It For Me?
Blind Workers Turn Disability into Strength


Survey Shows Executives Staying More Connected With the Office During Vacations
Out of sight doesn't necessarily mean out of mind for vacationing executives, a new survey shows. Sixty-one percent of marketing and advertising executives polled recently said they check in with work at least once a day while on break. This compares to 47 percent of executives in 2006 and 38 percent in 2001. The national study was developed by The Creative Group, a specialized staffing service providing creative, advertising, marketing and web professionals on a project and full-time basis, and conducted by an independent research firm. The Creative Group offers these tips to help professionals make a clean break from the office:

  • Put someone on point. Managers should select someone whose judgment they trust to make decisions in their absence. It's important to give the point person the responsibility and authority to make judgment calls.
  • Establish ground rules. If you need to check in, set specific times when you'll be checking in, rather than having people contact you throughout the day.
  • Don't leave them hanging. Use out-of-office functions to let your clients and customers know when you're away, and provide the names and contact information of colleagues to contact in your absence.
  • Let it go. Delegate projects that must continue in your absence. Be sure to let coworkers know where to find key materials.
  • Bring in reinforcements. Hiring temporary or freelance professionals to bridge gaps can help projects stay on course while you're gone.
  • Seven Out of 10 Workers Surveyed Say Recession Has Had Some Positive Career Impact
    Although the downturn has proven tough for workers, those who are still employed say they're gaining more from the experience than just managing to keep their jobs. Seventy-seven percent of professionals interviewed in a survey by Accountemps cited at least one positive effect the recession has had on their jobs, including the ability to tackle new projects (53 percent), assume additional responsibility (52 percent) and take on more challenging work (52 percent). But according to most respondents, the extra work has yet to be formally rewarded: Only 12 percent said they have received promotions. Workers were asked, "What positive effects, if any, has the recession had on you and your job?" Their responses:

  • Taken on new projects - 53%
  • Gained more responsibility - 52%
  • Taken on more challenging work - 52%
  • Had more interactions with management - 44%
  • Had more interactions with clients or customers - 38%
  • Been promoted - 12%

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