Click to Visit

Click to Visit




 
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.
More >

True Tales of Call Center Agent Empowerment
Three Steps to Hiring Motivated Employees
Cross-Training Agents Results in More Flexible Scheduling
Ten Hot IT Certifications
Feeling the Heat: The Effects of Performance Pressure
Call Center Site Selection Strategies
Facebook Used at Work: What's Next, Personal Phone Calls
Are You Too Nice A Boss?
Ten IT Job Functions Ripe for Outsourcing
Can Your Staff Think?
Building Talent in a Time of Layoffs
Change Your Mind Before You Change Your Company
The IT Leader's Hero Quest
Leading at the Speed of Thought
A Star is Saved: A Five-Point Plan for Retaining Your Best People


Workaholics now working 2-6 hours a week in bed
Over a quarter of UK employees are so work obsessed they can't resist using a mobile device such as a laptop in bed before they go to sleep according to a survey released by CREDANT Technologies. The survey discovered that of those people who do work in bed, 57% do so for between 2 and 6 hours every week, little wonder that the survey also found that the majority of their bed companions found their partners' obsession with their mobiles "a very annoying habit". A staggering 8% of people admitted that they spend more time on their mobile devices during the evening than talking to their partners!

Almost half the respondents (44%) admitted they are holding important work documents on their mobile devices of which 54% were not adequately secured with encryption. This will sound alarm bells for the many in-house IT departments who are tasked with trying to secure an ever increasing mobile workforce who are using data on the move and consequently losing more unsecured data than ever before. The most favored way to connect to the Internet, and subsequently back to the office, whilst lying in bed is via a wireless network (87%). Disturbingly, almost a fifth of people spoken to are using a wireless network that they know is insecure, with 56% down/uploading company information.

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.

  • About Us / Privacy Policy / Advertising Info


    RecognizeServiceExcellence.com

    3056 Calle Rosales
    Santa Barbara, CA 93105
    ph. 805.569.5761

    Customer Support Megatrends and Next Practices: 2010 Update

    This white paper discusses the eight megatrends transforming customer support organizations today, and best practices to make the most of the unique opportunities each megatrend presents.

    Get your copy today>>
     
    LiveTime achieves 11 Process ITIL v3 Certification for Cloud based ITSM Service Desk
    Jul-16-2010

    Praxis Introduces RedPrairie Workforce Management
    Jul-16-2010

    IT Salary Survey Reflects Optimism in IT Sector
    Jul-16-2010

    Survey Spotlights Consumers' Influence on Enterprise IT
    Jul-16-2010

    Supervisor Training: Status Quo is No Longer Safe
    Jul-16-2010

    The Knowledge-Sharing Imperative
    Jul-16-2010

    Powered by RecognizeService
    Excellence.com

    Evaluating Support Center Staffing Tradeoffs

    By Penny Reynolds, Founding Partner, The Call Center School

    .


    The Why of Work: How Great Leaders Build Abundant Organizations That Win
    by Dave Ulrich, Wendy Ulrich
    Jul-16-2010

    Work Your Strengths: A Scientific Process to Identify Your Skills and Match Them to the Best Career for You
    by Chuck Martin
    Jun-18-2010