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| Ten Hot IT Certifications | |||||||||||||
| The following ten certifications were identified in the Foote Partners July 2009 Hot List as the hottest in the tech business, as judged by IT spending trends, market value increases reported in the company's pay index, interviews with IT management and projections for future skills demand. While some experienced zero growth last quarter, it's important to remember that a flat trend line is the 'new growth curve' in this down economy. | |||||||||||||
| [Full Article] Aug-28-2009 | |||||||||||||
| Cross-Training Agents Results in More Flexible Scheduling | |||||||||||||
| Migrating from a traditional call center to a multi-channel contact center presents another challenge: Call center managers must also be able to schedule agents based on their unique skill sets. It�s no longer just a matter of scheduling the proper number of agents to handle phone calls � managers must also be able to accurately schedule the correct number of agents to handle email and Web chat as well. | |||||||||||||
| [Full Article] Aug-28-2009 | |||||||||||||
| Three Steps to Hiring Motivated Employees | |||||||||||||
| Peyton Manning is a Super Bowl-winning quarterback for the Indianapolis Colts who is perfectly suited physically, mentally and experientially for the role. What would happen, though, if his coach put him on the offensive line to “block” 350-pound opponents? As foolish as that would be, organizations all over the world do it every day with their employees. They put good people in the wrong roles and then can't figure out why they fail. This article presents three steps that can help your contact center hire employees who will be successful and motivated on the job. | |||||||||||||
| [Full Article] Aug-28-2009 | |||||||||||||
| 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. Managers at these centers view their staff not as butts in seats but as minds in motion. Where does one find such agent-centric organizations? They are all over (you might even be one of them). But rather than make you travel the globe in search of them, we thought it a good idea to bring several to you. | |||||||||||||
| [Full Article] Aug-28-2009 | |||||||||||||
| Ten IT Job Functions Ripe for Outsourcing | |||||||||||||
| As economic forecasts predict an ever-lengthening recession, CIOs will continue to be called upon to trim costs and create better operational efficiencies. Baseline Magazine spoke with Frank Casale, CEO and chairman of the Outsourcing Institute, and Allen Weinberg, principal and North American leader of McKinsey & Company's Outsourcing and Offshoring Practice, about IT functions with the biggest potential for outsourcing or offshoring. | |||||||||||||
| [Full Article] Jul-29-2009 | |||||||||||||
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