7 Laws of Learning
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Great leaders are great teachers
Unpacking Call Center Average Handle Time
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Unpacking Call Center Average Handle Time
A call center may indeed take a thousand calls, but how many are really useful to you, or, indeed, the customer?
Six Steps to Service Improvement
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When IVR Turns Into the Blind Canyon With No Way Out
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When IVR Turns Into the Blind Canyon With No Way Out
A few thoughts on call center technology.
Starship Enterprise Needs Both Captain Kirk and Mr. Spock
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Starship Enterprise Needs Both Captain Kirk and Mr. Spock
In business, you must blend confidence and logic to be successful.
Adult Behavior
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HR lessons from Galarraga's imperfect game…
When to Abandon the Excel Spreadsheet for an HRIS
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When to Abandon the Excel Spreadsheet for an HRIS
Are you ready for a Human Resources Information System?
Superstar Talent: Can't Live With or Without Them
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Superstar Talent: Can't Live With or Without Them
Here is how to tell the Geniuses from the Prima Donnas…
Meritocracy Part 1--World Cup Fever
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Meritocracy Part 1--World Cup Fever
What soccer can teach us about performance management
Social Collaboration In the Enterprise: The Heart--And Goal---of Community Is "Collaborating People", Not Collaboration Tools
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Focus on People Not Technology For Enterprise 2.0...
