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| How to Retool Your IT Skills for the Cloud | |||||||||||||
| Cloud computing is transforming IT operations and management, but the transition for IT professionals doesn't have to be difficult or daunting. Here, cloud computing experts explain how IT professionals can adapt their skillsets for the cloud and the impact cloud computing will have on five different IT jobs. | |||||||||||||
| [Full Article] Jan-20-2012 | |||||||||||||
| 5 Ways Leaders Must Get Their Hands Dirty in 2012 | |||||||||||||
| The world is watching the continuous disruption of our economic order as our leaders resist confronting the real problems that are impacting employee morale & engagement, reductions in customer service ratings & trust and America’s three year decline in global competitiveness. Diminishing performance is no accident. It’s a function of how people respond to their leaders. At a time when America needs to find new ways to reboot its momentum that requires more than just hard work; leaders must get their hands dirty in 2012. | |||||||||||||
| [Full Article] Jan-20-2012 | |||||||||||||
| Give Your External Front Line an Internal Voice | |||||||||||||
| It can be difficult to keep contact center employees motivated and challenged on a daily basis -- and to include all employees with major changes in the company. Because the work environment can be fairly regimented, employees may feel intimidated to voice their opinions. However, giving your front line a voice in process improvement for long term change will impact culture, performance and morale. | |||||||||||||
| [Full Article] Jan-20-2012 | |||||||||||||
| How to Say 'Sorry' to an Angry Customer | |||||||||||||
| You just got word that a customer’s angry. The shipment was late or there’s a pricing error on the invoice. Or maybe there’s a quality glitch. Whatever the problem, you have to apologize. Salespeople often dread having to say they're sorry. That’s a big mistake. They should welcome the opportunity to apologize because research has shown that a properly handled apology can increase the customer's loyalty. What’s most important is apologizing quickly. If you don’t, the customer's resentment may grow. | |||||||||||||
| [Full Article] Jan-20-2012 | |||||||||||||
| 9 Surefire Ways to Destroy Employee Morale | |||||||||||||
| Every company has a different corporate culture and every manager has their own unique style. But there are things that should be avoided in most situations if you want employees not to hate coming to work every day. Here are nine guaranteed ways to completely ruin employee morale. Many of them come down to two basic ideals: treat your employees with respect and dignity, and that's how they'll treat you back. | |||||||||||||
| [Full Article] Jan-20-2012 | |||||||||||||
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