July 13, 2006
Proposals to increase the federal minimum wage continue to come before Congress, and continue to generate intense controversy. Opponents of hiking the wage say it will victimize small-business owners. But is that the case? Gallup's chief ...
July 14, 2005
More than 90% of the country's workforce isn't engaged at work. And that's just one alarming statistic from a recent Gallup study. How should Japan's executives tackle this problem?
June 9, 2005
That's just one of the myths that decrease the effectiveness of your sales force. The fact is, top performers are no taller, no thinner, and no more attractive than average reps. And those great salespeople don't necessarily have a better ...
April 10, 2003
Most pay systems reward equality, not excellence. They repel top performers and coddle the mediocre. Is your company's performance plan driving away your best people?
April 29, 2002
Coaching is touted as a ready-made answer to almost every call center challenge. But for coaching to work, agents must understand how they contribute to their center's success. Here's how measuring performance can help.
March 18, 2002
Conventional wisdom -- that managing a call center is primarily about managing technology, not people -- is hampering call-centers' effectiveness. But well-rounded strategies could boost productivity, improve pay, and increase employee retention ...
October 8, 2001
As the economy slows, managers may be forced to reduce their sales forces dramatically. When done right, downsizing can have a positive effect on sales productivity and growth. But when done poorly, it can result in prolonged and sustained ...
September 15, 2001
The most valuable players on any team focus on the job at hand -- not on climbing the corporate ladder. Yet most companies tie raises, roomier offices and fancier titles to changes in job roles. To capitalize on employee talents, employers ...
September 15, 2001
Every year corporations spend millions of dollars attracting, training and retaining their employees, but few can quantify the return on their investment. But SAP Americas may have begun to crack the code. Using a new series of metrics designed ...
September 15, 2001
Your company hired its call center employees to make pitches, take orders, and provide technical support. While the best call center employees are on the phone creating and retaining loyal customers, in just ten seconds a poorly trained employee ...
