Management, Human Resources, and Life in a Customer Focused World

Human Resources is one of the areas that is a challenge.  The definition of Human Resources tends to be one that is nebulous because each company uses it differently. In some companies, HR is simply the people that handle internal complaints and concerns including hiring, firing, harassment, etc. In others, HR’s role is expanded to [...]

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Contact centers tend to be at the core of this arguement. Quality vs Quantity. What is truly the most important? Does a person’s Average Speed of Answer (ASA) mean more than their customer feedback score? Is the abandon rate the key or does customer satisfaction play a role? In truth, the answer is not [...]

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MSN’s Careerbuilder.com wrote an article called 13 Things Not to Share with Your Co-Workers. Most of them make sense.
Medical history? Gossip? Religion? Politics?  You are at work, so keep it to a minimum or, preferably, not at all.  The fact is that people spend 40+ hours a week in the office together, nearly as much [...]

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