Management Information

Management Information

Training and ROI (Return On Investment)


Statistics consistently reinforce that the biggest challenge in today's contact center environment is agent training. Turnover continues to be high; new hire costs are on the rise--$6500 per agent! At the same time, losing customers because of bad call experiences negatively impacts your bottom line.

Effective Meetings Begin With a Real Agenda


Everyone knows that an agenda is the key to an effective meeting. But an agenda that consists of a list of nouns, such as budget, software, and picnic, is useless.

The Power of "Ask"


For Call Center managers, it is not a pipe dream to improve employee moral while increasing productivity. It may even come easy to some to find fresh, new ways to reduce performance problems.

What are Your Best Practices?


Best Practices StudiesThese studies can be defined as inquiries into the skills and methods of your high performers to recognize their achievements, document their methods and skills and then share this information with team members to improve overall performance. The responses generated from your study may hold the solutions to a variety of team challenges in the Call Center.

Partnering for Performance


"The difference between a boss and a leader: a boss says, 'Go!' - a leader says, 'Let's go!'" -E. M.

Organizational Capital in Politics, War, Sports and Business


Intangible Corporate Assets such as Organizational Capital, Blue Sky and Brand Name Capital, actually they all have a common thread in my opinion. Here are some thoughts on these issues.

Five Reasons Why Leaders Fail to Create Successful Change


A bold title, don't you think? I mean, change is a complex thing, so to define five reasons seems to oversimplify the issue.Let me be clear.

Five Ways to Turn Resistance into Opportunity


Resistance. It isn't something people cherish or enjoy encountering.

Get Over Yourself


Let me tell you a secret.Things don't always go the way we want them to.

Manage or Lead - Why the Difference Matters and What to Do About That Difference


Many books have been written about managing people, and an equally large number have been written about leadership. Some use the words manage and lead interchangeably, and some talk about the differences between the words, building a distinction based on style or behaviors.

Creativity and Innovation Management :- Thought Leadership


Leadership is only sustainable when leaders consistently come up with good ideas - when they are dependable thought leaders. It follows then that leaders would be more effective if they knew how to manage creativity and innovation.

Creativity and Innovation Management - Turning Ideas into Action


The phrase "turning ideas into action" is a Russian doll.Managing the ideas to implementation process is important for at least two reasons:a) To make effective use of resources - investing in one idea uses resources that could be applied to another idea.

Business Fails When We Do Not Talk


You may remember being told as a child, "Keep quiet!" "Children should be seen, not heard," and "You talk too much." You were a "good" kid if you kept quiet.

The 10 Realities of Change


I've seen several articles that begin with lines like "the only constant today is change." I assert that change that is constant can't really be called change.

Influencing Change - A Guide for Sellers, Coaches, and Supervisors


When people or groups make a decision to purchase something, they go through the same decision cycle that an individual goes through to decide upon a personal change, or an employee goes through to change behaviors at a boss's insistence.Until now, our communication rules have assumed that when we kindly or persuasively offer others good information that could solve problems and achieve successful results, or coach them toward making a much-needed change, or even just pitch a product they sorely need, we can expect a positive reception.

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Technorati

Levin tries to follow Stanley: Wipeout, then a win
USA TODAY
By Christian Petersen, Getty Images Spencer Levin shows his frustration during his final-round 4-over 75 that cost him a win Sunday in the Waste Management Phoenix Open. By Christian Petersen, Getty Images Spencer Levin shows his frustration during his ...
Kevin Stanley Vindicated at Waste Management Open: A Fan's TakeYahoo! Sports
Waste Management Phoenix Open: Kyle Stanley atones for lapses at Torrey Pines ...bettor.com (blog)
Five things we learned this week in golfESPN
Technorati -SB Nation -Bleacher Report
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Project Management Software Project Insight Adds New Project Management Webinars
MarketWatch (press release)
IRVINE, CA, Feb 07, 2012 (MARKETWIRE via COMTEX) -- Project and portfolio management software, Project Insight is partnering with Core Performance Concepts, Inc. to offer a refreshed curriculum of 23 unique project management webinars for 2012.

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Viewfinity Privilege Management Earns High Marks in Independent Third-Party Review
MarketWatch (press release)
WALTHAM, MA, Feb 07, 2012 (MARKETWIRE via COMTEX) -- Viewfinity ( www.viewfinity.com ), the innovator of privilege management solutions, today announced that Viewfinity Privilege Management has achieved outstanding performance as a complete software ...

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Yahoo! Sports (blog)

Five things we learned from the Waste Management Open
Yahoo! Sports (blog)
So in an effort to condense the tournament coverage for you into a few quick hits, here are five things we learned from the Waste Management Open. Kyle Stanley's going to be just fine — Following a tournament to forget at the Farmers Insurance Open, ...
Waste Management Phoenix Open raises $50K for Keep Phoenix BeautifulPhoenix Business Journal
Scottsdale police cite swimmer at Phoenix OpenAZ Central.com
Waste Management Phoenix Open: 16th Hole Changing for the WorstBleacher Report
ABC15.com (KNXV-TV) -AZFamily -SB Nation (blog)
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Ixonos marrieseZ Systems' World-Leading Content Management Solution With its ...
MarketWatch (press release)
HELSINKI, February 7, 2012 /PRNewswire via COMTEX/ -- Ixonos, a creative mobile solutions company and Finnish cloud solution provider, has made a deal with Norwegian web content management (WCM) and customer experience management (CXM) provider eZ ...

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Coastal Management cost estimates challenged
Juneau Empire
Juneau Mayor Bruce Botehlo, sponsor for the Alaska Coastal Management Program Initiative, turns to leave after being questioned at a joint meeting of the House and Senate Judiciary committees at the Capitol on Monday. By Pat Forgey Juneau Mayor Bruce ...

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SpotlightTMS(TM) Selected by JELD-WEN to Manage Major League Soccer and PGA ...
MarketWatch (press release)
CALABASAS, Calif., Feb 07, 2012 (BUSINESS WIRE) -- When JELD-WEN became an official corporate sponsor of the Portland Timbers and took over naming rights to JELD-WEN Field beginning with 2011 Major League Soccer season, managing its tickets and suites ...

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BizPAD Project Management Software Solution Now Under New Ownership
San Francisco Chronicle (press release)
Cloud based BizPAD.com, a online project management software solution has been sold to Greg Writer an avid user of the program and a raving fan of its simplicity. When previous owner Rick Raddatz, a former Microsoft employee and Internet entrepreneur, ...

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Model N Launches Powerful Revenue Management BI Solutions for Life Sciences ...
San Francisco Chronicle (press release)
Model N, Inc., the leader in Revenue Management, today announced the immediate availability of a powerful Business Intelligence (BI) offering, Revenue Management Intelligence, targeted at Life Sciences and High Tech manufacturers.

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Alcatel-Lucent launches expanded CEM portfolio
Mobile Europe
Alcatel-Lucent has announced a major Customer Experience Management (CEM) software launch. Bundling existing BSS and OSS software with a variety of new packages, the company is aiming its Motive Customer Experience Solutions (CXS) portfolio squarely at ...
AlcaLu Gets Motivated About CEMLight Reading
Alcatel-Lucent Makes Its Customer Experience Management Motive ClearMarketWatch (press release)

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