Five Forces That Will Shape The 21st Century

| 09.29.2014 |

President Obama recently proclaimed climate change, more than any issue, will define the contours of the 21st Century. Powerful men searching for legacy often evoke grand challenges and personal solutions, but climate change is only one of several forces that will make civilization different 100 years from now.

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Put Down That Damn Phone!

| 09.29.2014 |

I said it before and I will say it again: there is nothing more unprofessional than interrupting a business meeting or corporate lunch in favor of taking unrelated and non-emergency calls on your cell phone. And drifiting out of a business conversation to check messages (either via texting, email or Facebook) is even worse.  This week's video stresses why such telephonic rudeness is the ultimate wrong number!

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Chris Pouy, founder and president, Cow Wow Cereal Milk, Los Angeles

| 09.29.2014 |

When Chris Pouy was a little boy, he refused to drink his milk. But his wise grandmother started soaking cereal in milk, and then strained and gave little Chris the resulting flavored milk to drink.

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How Mobile Applications Impact Utility Customer Service

| 09.26.2014 |

Now here is something that will appeal to anyone that has to pay an electric bill: how mobile applications and social media has radically realigned the way that utilities deal with their customers. This infographic from our friends at iFactor details how utility customers prefer to interect with their power suppliers. And even if you are not in the utility industry, there is still a wealth of important ideas that can impact the customer service outreach in your line of business.

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How To Be A Workforce Optimization Leader

| 09.24.2014 |

President Dwight D. Eisenhower was once asked to define leadership. His response: "You don’t lead by hitting people over the head - that’s assault, not leadership." Of course, not everyone posssesses Eisenhower's leadership skills - and the serious leader is one that seeks out information and ideas to help formulate a more successful path to a goal. This infographic from our friends at Aspect.com considers the challenges and priorities for contact center workforce optimization (WFO) leaders, along with the strategies and technologies they are using to achieve their goals.

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