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| Top Ten Survival Tips for Remote Work Teams | |||||||||||||
| As companies search for more productive and more cost effective ways of getting work accomplished, there has been an explosion of virtual work and project teams. As a result, it has become imperative for people to learn how to work together across boundaries of space, time, and yes, cultures. Driven by the need to leverage expertise located in different parts of the organization, companies are increasingly reliant on geographically dispersed virtual teams to plan, make decisions, and take action on critical business issues. This article presents a "Top Ten" list of strategies that will help your virtual teams perform at the highest possible level and take full advantage of members' varying skills, knowledge and capabilities. | |||||||||||||
| [Full Article] Apr-16-2010 | |||||||||||||
| Enhancing Your Call Center's Relationship with the Organization | |||||||||||||
| While top management in organizations says that it has taken to heart the value of the contact center, many contact center leaders report that there's still a disconnect between the center and executive leadership. Here's how you can bridge that gap. | |||||||||||||
| [Full Article] Apr-16-2010 | |||||||||||||
| Leadership and Management Lessons from "Undercover Boss" | |||||||||||||
| With the Olympic fanfare over, I finally had the chance to watch Undercover Boss, CBS's new reality TV show about corporate executives who go undercover to observe first-hand what's happening on the front lines of their businesses and find out how their almighty management decisions really get implemented. I expected to hate the show and to be disgusted by a blatant display of slick PR for the companies and CEOs featured. After watching all four episodes of Undercover Boss two nights ago, I can say at the very least that it makes for good television. I'll spare you my critical analysis of the show, but I want to share a few of the leadership and management lessons Undercover Boss highlighted for me. Of course, I want to get your views on the show, too. | |||||||||||||
| [Full Article] Mar-19-2010 | |||||||||||||
| Seven Tips for Keeping the Right Personnel | |||||||||||||
| With IT budgets frozen or pared back, you need to handle any staff reductions carefully to ensure that you hold onto your best engineers and managers. | |||||||||||||
| [Full Article] Mar-19-2010 | |||||||||||||
| Improve Retention in the Contact Center | |||||||||||||
| Contact center agents are problem solvers. And solving problems all day is no easy gig. It can be hard to maintain a positive attitude; as a result, turnover is a major issue. But contact center directors can help to a great extent to keep up morale and improve retention in the process. | |||||||||||||
| [Full Article] Mar-19-2010 | |||||||||||||
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