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Improving Agent Productivity with Closed-loop Coaching
Contact center managers are expected to provide high levels of customer satisfaction while increasing revenues and controlling costs. How can you reconcile these seemingly opposing goals? One solution is to implement a performance management process using a technology-enabled closed-loop coaching framework. Find out how they can result in a powerful return on investment for your company and improve agent productivity.
: Agent Productivity with Closed-loop Coaching Improving Agent Productivity with Closed-loop Coaching Source: TDI Inc. Document Type: White Paper Description: Contact center managers are expected to provide high levels of customer satisfaction while increasing revenues and controlling costs. How can you reconcile these seemingly opposing goals? One solution is to implement a performance management process using a technology-enabled closed-loop coaching framework. Find out how they can result in a powerful r
11/26/2008 12:34:00 PM
Double Trouble for Cap Gemini: Integrator s Problems Suggest A Different Approach to Contracting for Technology Services
IT systems company Cap Gemini has been dropped from some large contracts and is being sued for allegedly refusing to perform on another.
: online project management software, project tracking, online project management, project management training, project construction management, project management office, issues management, project risk management, change management process, business, computer consultants, commercial cleaning companies, computer consulting, web based document management, double trouble dvd, commercial cleaning services, management training, performance management software, commercial cleaning service, smart business magazine, management consultants, outsourcing it services, management consulting, contract .
Reaching the Peak of CMMI: How Fast Can You Climb?
Implementing Capability Maturity Model Integration (CMMI) at Maturity Level 5 enables an organization to optimize its performance. Learn about the critical success factors for CMMI High Maturity level appraisals; world-class practice for establishment and coaching of a local SEPG group; and the secrets of one organization’s rapid implementation of CMMI High Maturity practices.
: Capability Maturity Model Integration, CMMI, Maturity Levels, project management, process modeling, process improvement.
Case Study: Teach For America
To ensure that corps members enter the classroom equipped with the knowledge, skills, and mind-sets needed to become highly effective teachers and lead their students to significant academic gains Teach For America needed a learning management system (LMS). Learn how the organization’s new system helped facilitate pre-service training, reduce time-to-proficiency for new corps members, and deliver rich media content.
: Cornerstone, Teach for America, training, course, courses, career, distance learning, e learning, scheduling, online training, elearning, management training, online learning, learning software, computer training, sales training, management courses, hr training, business training, manager training, software training, skills training, microsoft training, scheduling software, learning management, leadership training, career training, certification training, employee training, corporate training, training design, instructional design, staff training, succession planning, customer service .
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Nothing Succeeds Like Success(Factors) – Part 3 » The TEC Blog
: bizx, business alignment, business execution, calibration, Cloud Computing, cubetree, goal management, HCM, human capital management sf rox, inform, people performance, performance management, SaaS, salesforce.com, sfsf, social networking, SuccessFactors, talent management, taleo, team execution, youcalc, TEC, Technology Evaluation, Technology Evaluation Centers, Technology Evaluation Centers Inc., blog, analyst, enterprise software, decision support.
Areas of Growth for After-market Maintenance, Repair, and Overhaul Initiatives
Study Pinpoints Areas of Growth for After-Market Maintenance/Repair/Overhaul Intiaitives. Find Free IT Guides, Case Studies, and Other Resources Related to Maintenance/Repair/Overhaul Intiaitives. Increasingly, companies in the aviation industry are outsourcing their maintenance, repair, and overhaul (MRO) operations, especially for engine and component repair. However, many companies still report using custom, in-house applications instead of standard, off-the-shelf solutions. Learn how companies are balancing their outsourced and in-house MRO solutions, and discover the top three trends impacting the MRO segment.
: top-down information strategies, executive coaching and leadership development. Our Solutions Implementation group delivers business transformation through the implementation of enterprise applications such as SAP. Our Applications Management group ensures that the momentum of a business transformation program is maintained through the provision of ongoing support and evolution program. www.axonglobal.com Searches related to STUDY PINPOINTS AREAS OF GROWTH FOR AFTER-MARKET MAINTENANCE/REPAIR/OVERHAUL
1/20/2009 1:14:00 PM
Outsourcing Challenges: Avoid the Pitfalls
The most complete information on outsourcing challenges is here. Outsourcing can provide management with a powerful tool to control cost and enhance product and service delivery. Yet so many outsourcing initiatives fall short of expectations—why? For one thing, you need to know what you’re getting into, by going through an intense request for proposal (RFP) process and many rounds of contract negotiations. Find out how to better manage negotiating your outsourcing contract, and more.
: initiatives. John has strong coaching and educating skills and works well with company owners and senior executives in developing strategy, management practices and organizing project management and governance oversight. He possesses a keen awareness of the essential components of effective outsourcing from both the client and provider perspective and he personally has structured and negotiated numerous outsourcing engagements. John has lectured at the University of Yunnan, China on Offshore Outsourcing
7/17/2009 3:18:00 PM
Talent Management Software Evaluation Report
: Talent Management Software Evaluation Report allows you to compare and analyze the features, functions, and services of multiple enterprise software solutions. Vendor responses are comprehensively rated on their level of support of for each criterion (supported, not supported, customization, future releases, etc.) to ensure you make and accurate and informed decision.
Help Is on the Line for Call Center Challenges » The TEC Blog
is able to provide coaching during a customer-call center representative interaction, as a different phone line is opened between the supervisor and the agent that the customer cannot access or hear. Supervisors can also take advantage of real-time speech analytics to monitor customer sentiment and intervene when needed. CIC’s all-in-one IP communications model can reduce the number of devices required from other telecom and computer telephony integration solutions, and for those devices that are
: call center, CIC, contact center, Customer Interaction Center, HireIQ, Interactive Intelligence, InterviewIQ, ivr, multi channel communication, TEC, Technology Evaluation, Technology Evaluation Centers, Technology Evaluation Centers Inc., blog, analyst, enterprise software, decision support.
Talent (Human Capital) Management and Sports? Sign Me Up, Please! – Part 2 » The TEC Blog
competencies. Managers are given coaching in-context to ensure standardized, best practice performance appraisals. Besides coaching, the competency support enriches the entire talent management lifecycle; Authoria Compensation comprises Authoria Incentive , which automates incentive compensation, and Authoria Salary , which improves accuracy, auditability and cycle times of compensation management; and Authoria Development & Succession leverages performance data to identify and develop top talent. Let m
: authoria, compensation, facebook, HCM, hr, human capital management, human resources, linkedin, on demand, performance management, recruiting, SaaS, succession planning, talent management, taleo, TEC, Technology Evaluation, Technology Evaluation Centers, Technology Evaluation Centers Inc., blog, analyst, enterprise software, decision support.
Sales Performance Management
Sales Performance Management. Papers and Other Computer Software to Use In Your System Related to the Sales Performance Management. A productive sales force must concentrate on acquiring, growing, and retaining profitable relationships with its clients. This requires clear, detailed views of prospects, customers, and the market—and the ability to turn insight into action. The right sales force automation (SFA) system can help you determine priorities and action plans to achieve the best results with your customers—and boost your profit margins.
: sales force, however, requires coaching, advice, motivation, and supervision. The relationship that exists between salesperson and sales manager is critical. Many salespeople, for example, dislike micromanagement. Without clear processes and tools, they may harbor resentment about their managers, believing they waste their time with unneeded questions and tasks, try to steal their successes, and diminish their capacity to perform. Companies that determine their salespeople hold such beliefs must move quic
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