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| Why CIOs are Last Among Equals | |||||||||||||
| Chief information officers are more important than ever to the success of their companies, given the crucial role information technology has come to play in every aspect of business. But in most companies, the CIO still isn't viewed as a peer by other senior executives, who tend to see CIOs as specialists lacking the full set of broad management skills. Very few CIOs have become CEOs, especially outside the high-tech industry. What's holding CIOs back? | |||||||||||||
| [Full Article] Jun-18-2010 | |||||||||||||
| Scheduling Solutions are Vital | |||||||||||||
| You've heard of sophisticated enterprise scheduling solutions that can fully automate data-center processes and even provide complete end-to-end visibility over everything that is going on. Without adding a single headcount, a first-rate scheduling solution can vastly increase the efficiency of any technology department freeing up vital hours to spend on improving customer service. | |||||||||||||
| [Full Article] May-14-2010 | |||||||||||||
| Bouncing Back | |||||||||||||
| They say resilience is a boxer's best friend: As a fighter, you have to roll with the punches, and when you hit the mat, you need to bounce back. Even if you come out with bruises and some broken bones, staying on your feet and in the ring is a victory in itself. The same can be said for the business world -- especially in today's economy. | |||||||||||||
| [Full Article] May-14-2010 | |||||||||||||
| CSR Behaviors on the Desktop that Could be Costing you Millions | |||||||||||||
| A leading health provider with over 6,000 CSRs found that the underlying cause for wide variation in AHT among agents (a 45 second difference for certain call types) was the use of quick keys. Quick keys. The training of 'slow agents' on quick key usage resulted in a $3 million annualized savings. Monitoring and coaching against the desktop behaviors described in this article provide quick returns on coaching investments and support the identification of, and training on, best practices. | |||||||||||||
| [Full Article] May-14-2010 | |||||||||||||
| How to Put a Recruiter to Work for You | |||||||||||||
| Technology hiring may be gradually gaining momentum, but many skilled IT professionals are still finding that jobs are hard to come by. By partnering with a specialized recruiter, you can improve your chances of securing a rewarding new position even before the recovery is in full swing. | |||||||||||||
| [Full Article] May-14-2010 | |||||||||||||
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