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How A Software Company Can Compete With Spreadsheets

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Bill Gates has a lot to answer for. Every office computer has a spreadsheet application on it. Any task involving numbers is done on a spreadsheet.Selling contact center technology, I am frequently told, “No problem, they’re only using spreadsheets.”A professional colleague told me that when people replace existing technology, either they are looking for a solution that does...

Don’t Give Up Your Day Job ‘Sports Quiz’

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Don't Give Up Your Day Job 'Sports Quiz' By Carl & Lewis Download from Itunes

Advantages of Outsourcing Your Company’s Recruitment Process

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Companies that outsource their recruitment process, experience a handful of advantages which I'll discuss in detail in this article. The term for this process is Recruitment Process Outsourcing which in turn is a type of business process outsourcing.Before I dig any deeper into the advantages of outsourcing your company's recruitment process, let's get a better understanding of what business...

How To Reduce Average Handling Time (AHT) In Contact Centers

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It’s common knowledge that approximately 65% of contact center costs are staffing costs. Inbound staff get paid by the hour. If your cost per call is USD 3.82, then USD 2.90 of that cost is for staffing costs.If you can reduce AHT by 10%, staffing costs reduce to USD 2.06, and the overall cost per call reduces to...

The Inside Job Journey

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The Inside Job Journey By Tijana Catenazzi Download from Itunes

A Case for Future Career Planning

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Disruptions. Unforeseen events. Misguided strategies. All of these are possible for businesses and also for careers. In 2020, we don't have to look very far in the past to see how the best laid business and career plans can go awry due to a surprising and unpredicted event. We could conclude, well that's life. No one ever guaranteed us...

5 Tips For Getting A Job During The Holidays

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If you can reduce AHT by 10%, staffing costs reduce to USD 2.06, and the overall cost per call reduces to USD 3.59—a USD 0.23 cost reduction per call.Let’s scale these numbers up for a 100-seat contact center. Assuming that each agent handles 50 calls a day, and there are 90 agents working at any one time, then...

Job Search Techniques: What’s Wrong With My Job Search?

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Most people concentrate on their resume and hope that they aren't doing anything else wrong in their job hunt. It's easy to look at your resume, but your job search technique is more than just fixing your resume.Here are a few numbers to check yourself against. Most job searches take 3 months. A hunt for a job at the...

Dismounting the Tightrope and Writing Your Own Ending

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The first season of She-Hulk: Attorney at Law just ended and we can all pretend that it was a light-hearted superhero sitcom that offered us an escape from reality, but it did not. The show perfectly mirrored the lives of actual, non She-Hulk, women. The season chronicled the variety of indignities we experience at work and while simply...

Is Computer Science Hard to Learn?

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Is computer science hard? Yes, computer science can be hard to learn. The field requires a deep understanding of difficult topics like computer technology, software, and statistical algorithms. However, with enough time and motivation, anyone can succeed in a challenging field like computer science. Computer science has become an increasingly popular choice for students and many tech enthusiasts may...