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Full-Text Articles in Business
Wake Up Your Call Center: Humanizing Your Interaction Hub, Rosanne D’Ausilio
Wake Up Your Call Center: Humanizing Your Interaction Hub, Rosanne D’Ausilio
Purdue University Press Books
D'Ausilio, an industrial psychologist, uses humor to encourage customer service representatives in call centers, their immediate superiors, middle and upper management, and team leaders, seniors, and supervisors. She offers simple tips on staying sane in the call center environment and on raising quality.
Program Management: A Comprehensive Overview Of The Discipline, Mitchell L. Springer
Program Management: A Comprehensive Overview Of The Discipline, Mitchell L. Springer
Purdue University Press Books
Although many might argue that program management is magic or luck, and at times this might be the case, Springer instead describes program management as both an art and a science. The art of program management is addressed through the numerous qualitative aspects of dealing with people, working in teams, understanding what motivates people, and gaining an understanding how we manage. The quantitative side is composed of a process with multiple activities with clear-cut outcomes. The integration of the multiple activities and outcomes provides a powerful framework for successfully planning a program. Program Management: A Comprehensive Overview of the Discipline, …