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Decoding Leadership

Decoding The 4 C’s Of Leadership

What’s the biggest mistake in leadership? Arrogance? Self-interest? Acting too fast? Personally, I would say it’s being certain. Things change all the time. When we forget that, we become certain. And when we become certain, we forget to pay attention. Why bother? We’re certain. Being certain often gets leaders in serious trouble with their constituents whether their employees, shareholders, owners, or even voters. My second choice is betraying trust. When you betray someone’s trust as a leader, the rest doesn’t matter. As a leader you can’t afford to commit any of the mistakes mentioned above—not if you want to keep being effective. How can you avoid making leadership mistakes? By keeping the 4 C’s of leadership in mind. They have […]

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Switching Economy

5 Proven Ways To Tap The New Switching Economy

More than 51% of U.S consumers switched service providers in 2013 because of poor customer service—up 5% from 2012. That’s a surprising statistic. But it’s just one finding from a recent survey by Accenture. The survey measured the experiences of 13,168 customers in 33 countries across 10 industries and included 1,256 U.S. customers. Accenture’s survey provides a startling look into the changing consumer dynamics of today’s marketplaces. They call it the “Switching Economy” According to the survey: 90 percent of customers were put on hold for a really long time 91 percent had to call multiple times for the same reason 58 percent experienced channel inconsistency 89 percent had to repeat their issues to multiple agents 85 percent dislike dealing […]

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Service Provider

Service Provider Selection: 5 Proven Tips To Assure Success

Do you have the resources to support all business systems adequately? You probably don’t. It’s just too costly for most SMBs. But your business systems are your company’s cornerstone. They must be reliable, secure, and cost-effective. And they must perform at the highest level possible every day. This makes choosing a service provider paramount when outsourcing services—especially if you’re outsourcing tech support or plan to outsource help desk activities. There’s no substitute for having the right provider. But choosing the right one is tricky. You want a provider that can do the job and has your best interest in mind. That’s a tall order. The tips below can help. They’ll save you time and money when evaluating providers. And they’ll […]

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leveraging big data

5 Ways Your Competitors Are Leveraging Big Data

Are you leveraging Big Data? If you’re not, you’re missing a golden opportunity to boost customer service and outsourced call center performance. More important, you’re missing a golden opportunity to boost customer satisfaction—not to mention what it can do for your revenues. Big Data isn’t another fad. It’s here to stay. And thanks to advancements in technology, the data just keeps pouring in. Make no mistake about it, this data is a business asset—one that can significantly boost competitiveness. But you have to take Big Data seriously to leverage it. Many managers aren’t. In fact, less than 10% of today’s businesses are leveraging Big Data. That’s a small percentage of businesses no matter how you slice it. Leveraging Big Data […]

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