Blogs

This is the third in a series of articles on management training. Our group focused on a second aspect of communication this week. read more

A door closed this quarter and another opened.  We’re now oriented on a new computing paradigm that will serve us for the rest of the decade. read more

From the latest Benchmarking Survey: Top 5 reasons managers decide to drop AHT from their agent scorecards Holding front-line agents responsible for average handle time (AHT) has long been a sacred cow in the contact center business. read more

"Don't do that, it's too risky." In business, people spend a great deal of time and money evaluating risk. It's one of those things they teach in MBA school. read more

In 1886, Mr. D. H. McConnell launched what was to become one of the most beloved brands... Avon .  Let’s flash back 126 years when women were expected to be housekeepers, wives and of course mothers. read more

Do you have time-tested tips for connecting with customers? I'd love to hear about them. Here are some I gathered while at Surfaces: Connecting With Customers: 4 Tips Based on Surfaces Highlights Thanks for reading! Best, C. read more

For many years, influencers/analysts have heard the a clarion cry from small CRM companies:You guys only cover the big companies and never give us coverageYou guys don’t respond to usYou never review usWe have no idea how to go about getting involved and could you guys give us some advice on how to get the [. read more

I know a lot has been said about Net Promoter Score (NPS), and I'm not in this world to judge anyone who's working with it, or developing it into a Net Promoter System. read more

Call centers that handle service and support calls are, unfortunately, often viewed as cost centers. Although these centers usually don’t bring in revenue directly, they do contribute to the company’s goals in many valuable ways, most notably in reinforcing the company’s brand and in increasing customer loyalty. read more

A company makes a major mistake when it develops a verbal strategy without considering what visual hammer might help hammer that idea into consumers' minds. read more

Summary of takeaways and implications for Display Advertising and the Ad-Tech industry, based on the Display Ecosystem Panel at the 2012 Personalization Summit. read more