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| Stimulus Could Boost IT Job Prospects | |||||||||||||
| The outlook for IT jobs in 2009 may not be as bad as some observers suggest. While some indicators and surveys are showing some declines in tech jobs, none predict a precipitous drop. In fact, a federal economic stimulus package may even add IT positions. While 853,000 U.S. jobs in all industries were lost in October and November, 9,000 were gained in the U.S. Bureau of Labor Statistics categories of "Computer Systems Design and Related Services" and "Management and Technical Consulting Services.” | |||||||||||||
| [Full Article] Jan-01-2009 | |||||||||||||
| Strengthening the Employee-Customer Interaction | |||||||||||||
| The most perfectly designed and built process or system is only as good as the human being who uses it. That's the idea behind Human Sigma, a new branch of Six Sigma that focuses on improving the quality of the employee-customer encounter, particularly within sales and service organizations. Proponents argue that the traditional Six Sigma approach -- while successful for controlling production processes and systems, particularly in the manufacturing environment -- is just not suitable for the human systems that are a large part of organizational performance. | |||||||||||||
| [Full Article] Jan-01-2009 | |||||||||||||
| Call-Center Management with a Human Touch | |||||||||||||
| Call centers are among the most challenging technical functions to manage and come with among the highest penalties for failure, both in direct revenue and in customer relationships. The hottest thing in customer service management right now is called Call Center Performance Management (CCPM) -- a sophisticated set of performance metrics that collects data on every aspect of every operator's work and translates it into a balanced scorecard measuring the performance of operators, workgroups, entire call centers, shifts within the call centers or groups of call centers operated by an outsourcing partner. | |||||||||||||
| [Full Article] Jan-01-2009 | |||||||||||||
| To Optimize Your Workforce, Remember That They're People | |||||||||||||
| Optimizing your workforce means much more than simply running the numbers through an application. It's about using your resources most efficiently while also respecting the needs of your agents, who have lives outside of work and want to develop their skills while at work. | |||||||||||||
| [Full Article] Jan-01-2009 | |||||||||||||
| Don't Fire Facebook Addicts | |||||||||||||
| Rather than seeing their staffers wasting time messaging, poking and sending virtual cocktails to their mates across the room via Facebook, bosses should encourage social networking among employees. Using technology to build closer links with ex-employees and potential customers could also boost productivity, innovation and create a more democratic working environment. | |||||||||||||
| [Full Article] Dec-04-2008 | |||||||||||||
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