Curing Customer Service
from Fortune via CNN Money
 Most Americans dread calling customer service, and it's easy to see why. Whether it's the seemingly endless "press 1 now" steps, android representatives, or long waits, it can seem like companies just don't care. So why has this multibillion-dollar industry gotten so bad, and will it ever get better? Emily Yellin tackles the question in her new book, Your Call Is (Not That) Important To Us, providing an insider's look at what most companies are thinking - or not - about customer service. More 
Stop Motivating Your Employees
from Forbes
How do I motivate my staff? That question seems to baffle most business leaders. Motivating people seems to be more elusive than almost any other aspect of management. For that reason there are countless articles and classes devoted to it. But, in reality, the strongest business leaders don't motivate their employees. More
Optimize Marketing Across Multiple Channels
from CIO Today
As contact centers play an important role in the marketing efforts of a company, many struggle to optimize online and offline marketing campaigns across a number of new marketing channels. Aberdeen has published a new study that examines the efforts of Best-in-Class companies. In executing their marketing efforts, companies tend to keep silos of information in separate channel-centric technologies. When combined with distributed marketing efforts, the organization discovers increased challenges to managing multichannel marketing efforts. More
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How to Work More Like a Start-Up
from Inc.
The first thing you notice when you walk into the Chicago offices of Total Attorneys, which provides software and services to small law firms, is the number of people on their feet. Every morning, the company's 180 employees gather around the office in groups of five to 10. But these meetings, which last for about 15 minutes, are more than mere employee chitchat. They are intended to create what CEO Ed Scanlan calls controlled chaos. More
Stimulate Your Business
from Entrepreneur
There's $787 billion in the economic stimulus pot, but it can't help you if you don't know how or where to get it. Data on stimulus money is publicly available, but pinpointing what's relevant to your business is a daunting task: $400 billion-plus is being distributed at the local and state levels, and there are more than 89,000 of these agencies around the country. That's where organizations like National Strategies, Inc., Onvia and Business Matchmaking come in. More
Why Retailing Will Never Be the Same Again, and What to Do About It
from Forbes
We're all acutely aware that the Internet and the recession are ravaging the newspaper business and raising the possibility of its extinction. But meanwhile a much bigger industry, the $4 trillion U.S. retailing business, is also being radically reshaped by the Web and the economic downturn. It's happening far more subtly, but the ultimate impact will be just as profound, both for retailers and for the manufacturers that sell through them. More
How the Mighty Fall: A Primer on the Warning Signs
from BusinessWeek
History shows, repeatedly, that the mighty can fall. The Egyptian Old Kingdom, the Chou Dynasty, the Hittite Empire - all fell. Athens fell. Rome fell. Even Britain, which stood a century before as a global superpower, saw its position erode. Is that the U.S.'s fate? Or will America always find a way to meet Lincoln's challenge to be the last best hope of Earth? More
Which Social Networking Site is Best for Your Business?
from USA Today
In the olden days - say five years ago - it was enough for a small business to market its services with advertising and public relations. But in the last few years, an avalanche of new opportunities has cascaded on the Internet in the form of social networking sites. More
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