In knowledge work and in most customer service work, call center productivity improvement requires the elimination of whatever activities do... read more

Drucker’s views on call center strategy were quite different from those taught by others. He did not believe in “portfolio management” or quantitative methods for... read more

Let me begin this column by stipulating that I am 66 years old and am fully aware that I have failed to grasp the true significance of much of today’s call... read more

Command and control thinkers believe that organizational change management comes from projects and project plans, cost-benefit analysis, deliverables, milestones, strategic plans and the... read more

Struggling with ideas on how to engage and motivate your call center representatives? There is one thing that I know from experience—both as a... read more

I’ve observed the workings of call centers in a variety of industries, and I have always been chagrined at their reactive nature and the lack... read more

Your customer and how you approach your customer hold the key to successfully investing in your dynamic business model, but more importantly, in turning around the economy. Wait a... read more

Customer Feedback Is Critical Today’s customer is offered a variety of ways to provide feedback regarding the customer... read more

Most companies attempting to build stronger bonds of customers loyalty make a common mistake. They focus the vast majority of their efforts to... read more