Articles

TASA ID: 10539

This article was originally published in the October 2010 issue of the Contact Center Pipeline  http://contactcenterpipeline.com/downloadorder.aspx?dir=Members&file=HW201010_CCErgonomics

Health and safety issues are key components of any contact center management strategy, as the impact of just one lost-time illness or injury case can affect the bottom line by hundreds of thousands of dollars—costs that can affect the profitability of a contact center.

TASA ID: 321

Every business today, no matter its size or type, faces very real security risks. Risks that can cost you time, money and even legal problems. While most companies are aware of cybersecurity issues, there are other real threats, many of them hidden, that must be considered when planning your corporate security initiatives. These include not only the obvious ones like workplace violence, but physical security, health and other hidden hazards, and even work stoppage issues like political upheavals or localized violence. All are very real risks that should not be overlooked.

TASA ID: 1604

Trying to plan a response to health care reform these days is like telling a man on fire to find water. Most agents are reeling after being slaughtered on individual and small group commission reductions during a time when the process of ensuring people became 10 times more difficult with mandates, changing plans/networks, tax credits and penalties. President-elect Trump has stated that he intends to repeal, at least in part, The Patient Protection and Affordable Care Act (ACA or Obamacare) enacted in 2010 by President Obama. Estimating what the new president will approve, or at least support, is a bit easier knowing that one political party, the Republicans, control the whole enchilada, and can essentially approve, cancel or choose not to enforce selected provisions of the law. Speaker of the House Paul Ryan has shed a little light in public comments on the issue, but details have not been provided. The central question on everyone’s mind is, “What provisions will change in 2017?” The blank-eyed mantra is “repeal and delay.” That oxymoron speaks for itself.

TASA ID: 321

“Risk cannot be eliminated … it can only be mitigated.”

No one can predict the future or how events beyond the control of a company will affect its ability to operate. An interruption to daily operations is not just costly—it could wipe out your organization. The American Management Association has stated that, “About 50% of businesses that suffer from a major disaster without a disaster recovery plan in place never re-open for business.” 

TASA ID: 1565

Since the US payroll tax changes of the 1980's, many organizations have embraced the use of temporary "staff augmentation" contractors in lieu of adding permanent employees.  Advantages include: