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Added for You - Security Risk in Outsourcing
Make 'em Laugh Customer Service
“It was almost like a game,” said Amtrak ticket clerk Shawn. ”I’d single out individuals I thought I could sell business class to over coach. They’d ask what the difference was and I’d tell them. You get more room, you get early boarding, you get a $3.00 coupon for the Bistro Car, AND more importantly, you get our respect. I acted really deadpan sincere when I said respect. They always laughed.”Shawn was using humor to provide customer service, “I could have simply ignored selling the higher-priced tickets, but I got a kick out of seeing the customers laugh. I don’t recall anyone not buying the upgrade after I gave my little sales pitch.”Shawn was selective. He didn’t try up-selling on everyone. “The people I asked were people who I th
ern in outsourcing?”“It was almost like a game,” said Amtrak ticket clerk Shawn. ”I’d single out individuals I thought I could sell business class to over coach. They’d ask what the difference was and I’d tell them. You get more room, you get early boarding, you get a $3.00 coupon for the Bistro Car, AND more importantly, you get our respect. I acted really deadpan sincere when I said respect. They always laughed.”Shawn was using humor to provide customer service, “I could have simply ignored selling the higher-priced tickets, but I got a kick out of seeing the customers laugh. I don’t recall anyone not buying the upgrade after I gave my little sales pitch.”Shawn was selective. He didn’t try up-selling on everyone. “The people I asked were people who I th
If one only looks at the screaming headlines,
Do You Know What Your Employees Are Doing?
A recent survey by Salary.com shows employee productivity may not be all that employers would like. According to the survey, “the average worker in the US admits to frittering away 2.09 hours per eight hour workday”. This figure does not include lunch breaks or other scheduled break-time.In Wisconsin for example, for every eight hours work an employer pays for, the employee is likely to deliver less than six. Respondents admit to wasting 2.8 hours on activities such as: • Surfing the Internet for personal use • Socializing with co-workers • Conducting personal businessTake out employer sanctioned time off such as lunch breaks, vacation time and sick leave and the productivity picture looks even worse.Accord
Both India and Philippines are the subject of long-standing travel warnings from various embassies. Some say India is on the verge of nuclear war with Pakistan. In Philippines, terrorist bomb threats are all too common. Is it any wonder that Gartner Group cites security as a “key concern in outsourcing?”A recent survey by Salary.com shows employee productivity may not be all that employers would like. According to the survey, “the average worker in the US admits to frittering away 2.09 hours per eight hour workday”. This figure does not include lunch breaks or other scheduled break-time.In Wisconsin for example, for every eight hours work an employer pays for, the employee is likely to deliver less than six. Respondents admit to wasting 2.8 hours on activities such as: • Surfing the Internet for personal use • Socializing with co-workers • Conducting personal businessTake out employer sanctioned time off such as lunch breaks, vacation time and sick leave and the productivity picture looks even worse.Accord
If one only looks at the screaming headlines,
The Rise of Techno Toy and Gifts
As Christmas looms once more on the horizon the retailers stock their shelves in the hope of a bumper season. Parents try their level best to appease the kids at great expense but the era of the train set and dolls house is over and the pressure and financial strain on parents increases. The increasing trend towards technology based toys means increasingly sophisticated products at increasingly sophisticated prices.The years most wanted toys reflect this trend with increasing emphasis on i-Pods and Sony PSP and a movement away from the traditional toys and gifts is more acute this year than any other. A case in point is this year’s most sought after gift - the Robosapien V2 as it pervades the stores and online retail pages Billed as a walking,
ngs from various embassies. Some say India is on the verge of nuclear war with Pakistan. In Philippines, terrorist bomb threats are all too common. Is it any wonder that Gartner Group cites security as a “key concern in outsourcing?”As Christmas looms once more on the horizon the retailers stock their shelves in the hope of a bumper season. Parents try their level best to appease the kids at great expense but the era of the train set and dolls house is over and the pressure and financial strain on parents increases. The increasing trend towards technology based toys means increasingly sophisticated products at increasingly sophisticated prices.The years most wanted toys reflect this trend with increasing emphasis on i-Pods and Sony PSP and a movement away from the traditional toys and gifts is more acute this year than any other. A case in point is this year’s most sought after gift - the Robosapien V2 as it pervades the stores and online retail pages Billed as a walking,
If one only looks at the screaming headlines,
Which ITIL Process Should We Implement First?
The following question is usually debated a lot amongst IT managers. “With which process should we start when implementing ITIL?” Everybody has their own views, but here are my takes on it.Some consultants sat that one must start with Service Level Management. Theoretically, it would be the perfect option, but how are you going to negotiate SLA's on your MTTR (Mean Time To Repair) if you are not measuring your MTTR through Incident management. This way you will get an idea of your capabilities and of what a realistic MTTR would be for your support teams. It may however be a good idea to start with a Service Catalogue, but that is only one aspect of Service Level Management and not a process.A lot of people state that one must start with
ar with Pakistan. In Philippines, terrorist bomb threats are all too common. Is it any wonder that Gartner Group cites security as a “key concern in outsourcing?”The following question is usually debated a lot amongst IT managers. “With which process should we start when implementing ITIL?” Everybody has their own views, but here are my takes on it.Some consultants sat that one must start with Service Level Management. Theoretically, it would be the perfect option, but how are you going to negotiate SLA's on your MTTR (Mean Time To Repair) if you are not measuring your MTTR through Incident management. This way you will get an idea of your capabilities and of what a realistic MTTR would be for your support teams. It may however be a good idea to start with a Service Catalogue, but that is only one aspect of Service Level Management and not a process.A lot of people state that one must start with
If one only looks at the screaming headlines,
Importance Of Data Mining In Today's Business World
What is Data Mining? Well, it can be defined as the process of getting hidden information from the piles of databases for analysis purposes. Data Mining is also known as Knowledge Discovery in Databases (KDD). It is nothing but extraction of data from large databases for some specialized work.Data Mining is largely used in several applications such as understanding consumer research marketing, product analysis, demand and supply analysis, e-commerce, investment trend in stocks & real estates, telecommunications and so on. Data Mining is based on mathematical algorithm and analytical skills to drive the desired results from the huge database collection.Data Mining has great importance in today’s highly competitive business environment. A
mmon. Is it any wonder that Gartner Group cites security as a “key concern in outsourcing?”What is Data Mining? Well, it can be defined as the process of getting hidden information from the piles of databases for analysis purposes. Data Mining is also known as Knowledge Discovery in Databases (KDD). It is nothing but extraction of data from large databases for some specialized work.Data Mining is largely used in several applications such as understanding consumer research marketing, product analysis, demand and supply analysis, e-commerce, investment trend in stocks & real estates, telecommunications and so on. Data Mining is based on mathematical algorithm and analytical skills to drive the desired results from the huge database collection.Data Mining has great importance in today’s highly competitive business environment. A
If one only looks at the screaming headlines,
Finding A Job - Steps To Success
Finding a job is a difficult and effortful process. If this is the first time you are looking for a job, you may be very nervous and worried about whether you will find one or not. The following steps will help you gain more chances of getting your desired job.Know what you want. This may sound simple but it is an essential factor making your success. You should ask yourself questions to find out which job suits you the best. Don't make your choice too general. Make it specific and detailed. You have to focus on a certain work, a defined position. Nothing is worse than a vague idea. This will be more important later when you write the motivation letter or when you are interviewed. The employers are usually much more interested in app
ern in outsourcing?”Finding a job is a difficult and effortful process. If this is the first time you are looking for a job, you may be very nervous and worried about whether you will find one or not. The following steps will help you gain more chances of getting your desired job.Know what you want. This may sound simple but it is an essential factor making your success. You should ask yourself questions to find out which job suits you the best. Don't make your choice too general. Make it specific and detailed. You have to focus on a certain work, a defined position. Nothing is worse than a vague idea. This will be more important later when you write the motivation letter or when you are interviewed. The employers are usually much more interested in app
If one only looks at the screaming headlines, then it is difficult to understand why so many intelligent people are building outsourcing operations in these apparently “unsafe” countries. But if we speak with the people actually leading the operations in Asia, we get quite a different perception of the risks involved.
John St
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