July 15, 2016
FRUSTRATED CALLING FOR TECH SUPPORT? A NY Times survey found 75% of Customer Service managers admitting that “company procedures actually prevent satisfactory service… limiting the time agents can be on the phone, leading to endless rounds of transfers and being... Continue
Weekly Report 16-29
July 8, 2016
DCG MEDIATION SERVICES WILL EVIDENTLY SOME DAY BE ‘COMPETING’ WITH ONLINE DISPUTE RESOLUTION. The U.S. trails other countries in implementation of broad services, but it’s coming. eBay buyers & sellers already settle 60 million claims globally every year; Canada &... Continue
Weekly Report 16-28
July 7, 2016
LOS ANGELES EMPLOYER SURPRISE: A new Ordinance (passed June 2 and effective July 1, 2016) now provides employees who work at least two hours weekly to accrue up to 48 hours paid sick leave per year – for personal illness... Continue
Weekly Report 16-27
June 25, 2016
90% OF COMPANIES GENERATE YEARLY PERFORMANCE EVALUATION ‘SCORES’ FOR EMPLOYEES and use them as a basis for compensation decisions. But the process “epitomizes the absurdities of corporate life as both managers & staff too often view it as time consuming,... Continue
Weekly Report 16-26
June 17, 2016
HUMAN JUDGMENT GETS CLOUDED BY PITFALLS IN OUR DECISION-MAKING PROCESS, most notably: (1) Halo Effect – when first impressions about others are formed and more heavily weighed (to the extent of ignoring) later information. Psychologists call this phenomenon “exaggerated emotional... Continue