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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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The Top 10 CIO Issues for 2011
IT Workers: How to Be More Productive
Seven Strategy Questions: A Simple Approach for Better Execution
Avoid First-Impression Mistakes
What it Takes to Boost Low Morale
Are Companies Silencing Rather than Servicing Their Customers?
How to Run an Effective Meeting
How Incentives Undermine Your Influence
The Three Strengths of a True Strategic Leader
The Annual Performance Review
How IT Shapes Top-Down and Bottom-Up Decision Making
Coaching Works for Everyone!
Introverts: The Best Leaders for Proactive Employees
Socially Challenged
The A-Team of IT -- and How to Assemble One


CIOs' Job Satisfaction Increases Despite Recession
Despite having to cope with massive budget cuts, salary freezes and demoralized staffs, most employed IT executives are more satisfied with their jobs this year than they have been in previous years, according to the results of a job satisfaction survey conducted by ExecuNet. Nearly two-thirds (64 percent) of the 306 IT executives who responded to the survey said they were satisfied with their jobs. That's an 11 percent increase over 2008, when 286 IT leaders responded to the survey. In 2007, only 41 percent of IT executives reported being happy with their jobs even though the economy was arguably much stronger then than it is now.

IT executives cited work they enjoy (checked by 13 percent), a good relationship with their bosses (12.5 percent), and a comfy fit with their employers (10.2 percent) as the primary reasons for job satisfaction. Among the 36 percent of IT leaders who indicated that they aren't happy with their jobs, their top reasons were limited advancement opportunities (noted by 14 percent), compensation (11.3 percent) and lack of challenge (10 percent). Source: CIO Magazine

Pay Raises Expected to Rebound in 2010
Pay raises for U.S. workers are expected to rebound in 2010, following a year in which many companies slashed raises in the wake of the recession, according to a new survey by Watson Wyatt. Companies are projecting median merit increases of 3.0 percent for 2010, according to the Watson Wyatt 2009/2010 U.S. Strategic Rewards survey report. The survey includes responses from 235 large U.S. employers gathered in May 2009.

Last year, before the onset of the recession, companies projected 3.5 percent merit increases for 2009. Now, companies say median merit pay increases will be 2 percent in 2009. Additionally, fewer companies plan to eliminate pay raises in 2010. According to a separate survey of nearly 900 companies conducted by Watson Wyatt Data Services, a subsidiary of Watson Wyatt, only 10 percent of companies are planning no pay raises for workers in 2010 compared to 25 percent this year.


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Survey Results: 2011 People Issues in Customer Support

This survey examines the "people" issues that drive customer support operations: how satisfied customers are, how agents feel, how we supervise people and measure performance, and the systems we have in place to train and coach people.

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Interstate Batteries Selects VPI EMPOWER
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Electrolux Enables a Social, Mobile Workforce with IBM Software
Jan-20-2012

Young Professionals, College Students Admit They'll Go to Extreme Measures for Internet Access Despite IT Policies
Jan-20-2012

How to Succeed as a CIO in a New Company
Jan-20-2012

9 Surefire Ways to Destroy Employee Morale
Jan-20-2012

How to Say 'Sorry' to an Angry Customer
Jan-20-2012

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Evaluating Support Center Staffing Tradeoffs

By Penny Reynolds, Founding Partner, The Call Center School

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Flip the Funnel: How to Use Existing Customers to Gain New Ones
by Joseph Jaffe
Jan-20-2012

Managing the Millennials: Discover the Core Competencies for Managing Today's Workforce
by Chip Espinoza, Mick Ukleja, Craig Rusch
Nov-11-2011